Community Operations Analyst for Albanian Market
Main Responsibilities:
* Investigate and resolve reported issues (inquiries via ticketing system), such as requests for account support or potentially abusive content.
* Enforce clients Terms of Use by carefully monitoring reports of abuse on the site.
* Stay knowledgeable about client's products and community standards.
* Use market specific knowledge and insights to find scalable solutions to improve the support of our community of users.
* Analyse and utilise relevant data to develop ways to improve the overall user experience.
* Recognise trends and patterns and escalate issues outside the company policy to the global team.
* Identify inefficiencies in workflows and suggest solutions.
Skills & Competences:
* Strong personal resilience with ability to operate in a pressured and fast paced environment.
* Strong interpersonal skills, verbal, and written communication skills and most importantly – empathy.
* High adaptability and positive approach to challenges.
* Ability to make decisions, prioritise, solve problems and work as part of a team.
* Effective Time management & Prioritisation skills.
* Ability to consistently hit KPIs on time.
Language Skills:
* Fluent level of Albanian language in oral and written communication, with in depth understanding of culture and social trends in the region.
* Advanced level of English (C1).
Contract:
Full-time, permanent contract with Covalen.
Compensation:
* €29,700 per year as base salary.
* €12 per day (before tax) as travel allowance.
* Free meal (lunch or dinner) on site.
* Private healthcare.
* Pension contribution.
* 25 days of annual leave.
* Extensive Training and access to CPL's Wellness Programme.
* Tax Saver and Bike-to-Work Scheme.
Working Hours:
Candidates are choosing between Day shift (9am – 5:30pm) or Evening shift (6pm – 2am). There are no rotations. Monday to Friday, occasionally weekends and bank holidays.
Location:
Dublin 18, Sandyford, Dublin South.
This is an office job. Work from home / remote work is not an option. Employees are classified as essential workers.
Requirements:
* Candidates must be fully confident in dealing with sensitive content.
* Candidates must be eligible to work full-time in Ireland.
Why Apply?
* Chance to work within multicultural and diverse team.
* Great internal opportunities for career progression – employees with good performance can become Quality Auditors, Quality Analysts, Trainers & Team Leads.
* No shift rotations – fixed working schedule.
* Meals on-site, private healthcare and pension contribution.
* No previous experience required – full training is provided.