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.

Essential Competencies:

• 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.

• 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

• 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