Community Operations Analyst
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 Albanian 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 Leave
• Extensive Training & Development
• Access to Covalen’s Wellness Programs.
• Tax Saver Travel Card
• Bike to Work Scheme
Further Details:
• Salary: €29,718 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