Role - Community Operations Analyst - Albanian Location - Dublin (Onsite) Contract type - Permanent, Full-Time Work model - Onsite (Sandyford, Dublin 18) Working hours - Day Shift (09:00 - 17:30) / Evening shift (18:00 - 02:00) Language - Albanian 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.Strong interpersonal, verbal and written communication skills, and empathy.Investigate and resolve issues reported on client's platform such as account support requests 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 identify scalable solutions to improve community support.Gather, analyze, and utilize relevant data to enhance overall user experience.Enforce client's Terms of Use by monitoring reports of abuse on the site.Review reported content within agreed turnaround times and quality standards.Identify workflow inefficiencies 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 a positive approach to challenges.Ability to make decisions and solve problems.Effective time management and prioritization skills.Ability to work as part of a team and consistently hit KPIs on time.ESSENTIAL COMPETENCIES: Fluency in Albanian and English.Cultural understanding of Albania.Experience in an office environment is preferable.Reliable, consistent, and hard-working.Passion for ensuring a positive, safe user experience.Flexible in a fast-paced environment while managing multiple projects.Ability to learn new information quickly.BENEFITS Meals provided onsite during shift hours.Health Care.Extensive Training & Development.Access to Group Scheme website.Access to 24-hour Employee Assistance Programme (EAP).Tax Saver Scheme.Cycle to Work Scheme.Equal opportunity employers: At Covalen, we champion diversity and equality. We recognize the collective strength found in the diverse backgrounds, skills, and experiences of our team members.
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