Community Operations Analyst - French Speakers
Job details
Role - Community Operations Analyst - With French 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) 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. 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, 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.
- 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.
- Fluency in French and English.
- Cultural understanding of France.
- 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 fast-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).
- 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.
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