Role - Community Operations Analyst - Danish, Norwegian, Estonian Location - Dublin (Onsite) Contract type - Permanent, Full-Time Work model - Onsite (Sandyford, Dublin 18) Working hours - 9 till 5.30 or 6 pm till 2 am with night premium Language - Danish/ Norwegian/ Estonian 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. Our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals.
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 be an effective advocate for our community.Display strong interpersonal skills, verbal and written communication skills, and empathy.Investigate and resolve issues reported on client's platform.Respond to user inquiries with high quality, speed, empathy, and accuracy.Gather, analyze, and utilize relevant data to improve the overall user experience.Enforce clients' Terms of Use by monitoring reports of abuse on the site.Review reported content within agreed turnaround times and quality standards.Identify inefficiencies in workflows and suggest solutions.Recognize trends and escalate issues outside company policy to the global team.ABOUT YOU Strong personal resilience with the ability to operate in a pressured and fast-paced environment.High adaptability and positive approach to challenges.Effective time management and prioritization skills.Ability to work as part of a team.Ability to consistently hit KPIs on time.ESSENTIAL COMPETENCIES: 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.Ability to learn new information quickly.Eligible to work in Ireland full time (Stamp 4/ Stamp 1G or Irish citizenship or European).BENEFITS Meals provided onsite during shift hours.Health Care.Extensive Training & Development.Free access to Group Scheme website.Free access to 24-hour Employee Assistance Programme (EAP).Free access to Wellness Programme.Tax Saver Scheme.Bike to Work Scheme.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.
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