Covalen – Community Operations Analyst [Multilingual]

Job Description

Covalen – Community Operations Analyst

(German, Finnish, Danish, Estonian, Swedish, Czech, Hebrew, Norwegian and Maltese)

 

Duties 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:

 

  • Fluent 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 (Stamp 4 or Irish citizenship or European)

Benefits

 

  • Free canteen onsite in client site during shift hours
  • Health Care
  • Extensive Training & Development
  • Free access to Covalen Group Scheme website
  • Free access to Covalen 24-hour Employee Assistance Program (EAP)
  • Free access to Covalen’s Wellness Program
  • Covalen’s Tax Saver Scheme
  • Covalen’s Bike to Work Scheme

 

Further Details

 

  • Working hours: Min of 37.5 hours per week Monday to Sunday (including Bank Holidays)
  • Shift: Flexible
  • Pay Schedule: Monthly
  • Contract Type: Permanent Full-Time Contract