Role - Community Operations Analyst - Swahili
Location - Dublin
Contract type - Permanent
Work model - Onsite
Working hours - Mon - Fri 9am - 5:30pm or 6pm to 2am which includes overnight premium
Language - Swahili and English
At Covalen, we're not just a business process outsourcing (BPO) service provider – we're industry pioneers collaborating with organizations worldwide for over 25 years. From established sectors to cutting-edge industries, our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals. We've built enduring relationships in Financial Services, Technology, and Utilities, working with some of the globe's largest and most forward-thinking companies.
We are looking for fluent Estonian speakers to join Community Operations team with a large social media client in Dublin. This multicultural and diverse team supports social media communities across the world, helping them to create to create better and safer online environment for all users.
Your main tasks will be investigating and resolving reported content, by following company’s policies and local legal regulations. These reports might include different types of content, including pictures, videos, and posts, where some of them can be of a sensitive nature. Due to that, strong personal resilience is a must do in this role.
This is an excellent opportunity to work in professional multicultural team, to gain valuable transferable skills, and build a great network of friends and professionals in a vibrant business culture.
Main Responsibilities:
- Investigating and resolving reported issues (inquiries via ticketing system), such as requests for account support or potentially abusive content
- Enforcing clients Terms of Use
- Using market knowledge and insights to find solutions to improve the support of client’s community of users
- Gathering, analysing, and utilising data to develop ways to improve the overall user experience
- Recognising trends and patterns and escalating issues to the global team
- Identifying inefficiencies in workflows and suggest solutions
Skills & Competences:
- Strong personal resilience with the 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
Benefits and perks:
- Internal career progression opportunities
- Fully subsidised healthcare
- Employee assistance programme (EAP)
- PRSA Scheme.
- Extensive Training & Development
- Annual company get-togethers, charity days, and monthly wellbeing talks.
- Bike to work scheme.
- Free parking on-site.
What would you bring? As a valued team member, you'll play a crucial role in delivering customized BPO solutions, ensuring our clients achieve consistent high performance and meet their strategic objectives. Your expertise will contribute to our legacy of success in providing outsourced solutions for Fortune 500 companies.
Ready to be a part of our dynamic team? Explore exciting opportunities with Covalen – where your skills, ideas, and achievements are celebrated!
Equal opportunity employers:
At Covalen, we champion diversity and equality, anchoring our workplace cultures and creative minds. We recognize the collective strength found in the diverse backgrounds, skills, and experiences of our team members. Our commitment to fostering an inclusive environment transcends gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership in the Travelling community.
For more information, don't hesitate to reach out [email protected] your journey to becoming a valued part of Covalen starts here.
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