Role - Community Operations Analyst - Zulu Speakers Location: Dublin Contract type: Permanent Work model: Onsite from the office (Sandyford) Working hours: Day shift (9am-5.30pm) or Evening shift (6pm-2am) *Entry level role 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. Community Operations Analyst: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, analyze 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.About you: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, to solve problems, to work as part of a team and to consistently hit KPIs on time.Effective Time management & Prioritization skills.Essential Requirements:Fluent in Zulu 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, Stamp1-G, or European citizenship).Benefits and perks:Health Insurance25 days Annual LeavesFree meals / snacks onsite.Extensive Training & DevelopmentAccess to Covalen's Wellness Programs.Tax Saver Travel CardBike to work schemeWhat 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.
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.
For more information, don't hesitate to reach out to this mail and your journey to becoming a valued part of Covalen starts here: ****** Apply Now or Reach Out for More Information.
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