Job Description
As a Community Operations Analyst, you will play a vital role in supporting our French African market.
Main Responsibilities:
* Investigate and resolve reported issues via our ticketing system, including account support requests and potentially abusive content.
* Enforce clients' Terms of Use by carefully monitoring abuse reports on the site.
* Stay up-to-date on client products and community standards.
* Utilize market-specific knowledge to find scalable solutions for improved community support.
* Collect, analyze, and apply relevant data to enhance user experience.
* Recognize trends and patterns, escalating issues outside company policy to the global team.
* Identify workflow inefficiencies and suggest solutions.
Skills & Competences:
* Strong personal resilience in a pressured and fast-paced environment.
* Excellent interpersonal skills, verbal and written communication skills, and empathy.
* High adaptability and a positive approach to challenges.
* Ability to make decisions, prioritize, solve problems, and work as part of a team.
* Effective time management and prioritization skills.
* Consistently meet KPIs on time.
Language Skills:
* Fluent French language in oral and written communication, with in-depth understanding of culture and social trends in the region.
* Advanced English (C1) level.
Contract and Benefits:
* Full-time, permanent position with Covalen Solutions.
* €29,700 per year as base salary.
* 25% salary uplift for late hours from 10pm to 2am for Evening shift employees.
* Free meal 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.
Location and Requirements:
* Office-based job in Dublin 18, Sandyford, Dublin South.
* Candidates must be fully confident in dealing with sensitive content.
* Eligibility to work full-time in Ireland (EU passport, Stamp 4, or Stamp 1G for minimum 12 months or renewable).
Why Apply?
* Multicultural and diverse team.
* Internal opportunities for career progression – employees with good performance can become Quality Auditors, Quality Analysts, Trainers, and Team Leads.
* No shift rotations – fixed working schedule.
* Meals on-site, private healthcare, and pension contribution.
* No previous experience required – full training provided.