Role
Community Operations Analyst
Location
Dublin, Ireland (Onsite)
Contract Type
Permanent, Full-Time
Work Model
Onsite in Sandyford, Dublin 18
Working Hours
9am - 5:30pm or 6pm - 2am with night premium
About Covalen
We are a business process outsourcing (BPO) service provider with over 25 years of experience collaborating with organizations worldwide.
Our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals.
We have built enduring relationships in Financial Services, Technology, and Utilities, working with some of the globe's largest and most forward-thinking companies.
Job Responsibilities
1. Assist clients' communities and help resolve inquiries empathetically, accurately, and on time.
2. Become and remain knowledgeable about clients' products and community standards.
3. Make well-balanced decisions and personally driven to be an effective advocate for our community.
4. Strong interpersonal skills, verbal and written communication skills, and empathy.
5. Display a strong bias to doing what's right.
Investigate and resolve issues reported on clients' platforms, such as requests for account support and reports of potentially abusive content.
Respond to user inquiries with high quality, speed, empathy, and accuracy.
Use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of users.
Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site.
Enforce clients' Terms of Use by carefully monitoring reports of abuse on the site.
Review reported content within agreed turnaround times and standards of quality.
Identify inefficiencies in workflows and suggest solutions.
Recognize trends and patterns and escalate issues outside company policy to the global team.
About You
1. Strong personal resilience with the ability to operate in a pressured and fast-paced environment.
2. High adaptability and positive approach to challenges.
3. Ability to make decisions.
4. Ability to solve problems.
5. Effective Time management & Prioritization skills.
6. Ability to work as part of a team.
7. Ability to consistently hit KPIs on time.
Essential Competencies
1. Fluent in Hebrew and English.
2. Cultural understanding of the market.
3. Experience in working in an office environment is preferable.
4. Extremely reliable, consistent, and hard-working.
5. PASSION for ensuring a positive, safe user experience.
6. Flexible in working in a faced-paced environment with different projects to work on.
7. Ability to learn new information in a short period of time.
Benefits
* Meals provided onsite during shift hours
* Health Care
* Extensive Training & Development
* Free access to Group Scheme website
* Free access to 24-hour Employee Assistance Programme (EAP)
* Free access to Wellness Programme
* Tax Saver Scheme
* Bike to Work Scheme