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Community Operations Analyst - Multiligual

Community Operations Analyst - Multiligual

Sandyford

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. We've built enduring relationships in Financial Services, Technology, and Utilities, working with some of the globe's largest and most forward-thinking companies.


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.

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