Community Operations Analyst - German

Community Operations Analyst (Multilingual)

Role and Responsibilities:

•          Assist our client’s community and help resolve inquiries empathetically, accurately and on time

•          Become and remain knowledgeable about client’s products and community standards

•          Make well balanced decisions and personally driven to be an effective advocate for our community

•          Strong interpersonal skills, verbal and written communication skills and most importantly empathy

•          Display a strong bias to doing what’s right

•          Investigate and resolve issues that are reported on client’s platform 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, analyse 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 the 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 the company policy to the global team.

Essential Competencies:

•          Strong personal resilience with the ability to operate in a pressured and fast paced environment.

•          High adaptability and positive approach to challenges.

•          Ability to make decisions.

•          Ability to solve problems.

•          Effective Time management & Prioritization skills.

•          Ability to work as part of a team.

•          Ability to consistently hit KPIs on time.

Candidate Experience:

•          Proficient in market language and English.

•          Cultural understanding of the market.

•          Experience in working in an office environment is preferable.

•          Extremely reliable, consistent, and hard-working

•          Passion for ensuring a positive, safe user experience

•          Flexible in working in a faced paced environment with different projects to work on.

•          Ability to learn new information in a short period of time

•          Eligible to work in Ireland full time

Benefits:

•          Health Insurance

•          25 days Annual Leaves

•          Extensive Training & Development

•          Access to Covalen’s Wellness Programs.

•          Tax Saver Travel Card

•          Covalen’s Bike to Work Scheme

Further Details:

•          Salary: €31,063.50 per Annum

•          Location: Sandyford (Dublin 18)

•          Working hours: 37.5 hours / week Monday to Sunday (including Bank Holidays)

•          Shift: Day (9am to 5.30pm) / Evening (6pm to 2am)

•          Pay Schedule: Monthly

•          Contract Type: Permanent Full-Time Contract