Job Summary
This role focuses on social media monitoring for hi tech clients where the specialist analyzes customer interactions identifies service issues and supports timely resolution through clear English communication. The position is office based during day shifts and requires one to two years of experience in customer service and social media environments.
Responsibilities
- Monitor social media channels for hi tech client brands to identify customer inquiries feedback and emerging issues in real time
- Respond to customer posts and messages with clear and empathetic communication in English to ensure high satisfaction and brand trust
- Collaborate with customer service teams to escalate complex social media cases and ensure timely resolution aligned with service standards
- Analyze patterns in social media conversations to highlight recurring product or service issues within the hi tech domain
- Prepare concise daily and weekly summaries of social media trends to support data driven decisions for marketing and customer experience teams
- Use social media monitoring tools to tag categorize and track customer interactions ensuring accurate reporting and follow up
- Coordinate with internal stakeholders to provide context rich customer insights that help refine support processes and service guidelines
- Maintain consistent response quality by following approved playbooks while adapting messages to the specific needs of each customer situation
- Support the design of social media responses that reflect the company purpose of creating reliable and responsible hi tech solutions for society
- Contribute to continuous improvement by suggesting enhancements to workflows that reduce response time and improve customer satisfaction
- Adhere to day shift schedules in the office work model while ensuring coverage and reliability for social media monitoring activities
- Ensure compliance with data privacy and platform policies while handling customer information and public communications
- Document case histories from social media interactions to create a reference library that supports training and knowledge sharing
Qualifications
- Demonstrate strong spoken English communication skills with the ability to handle diverse customer profiles in a clear and respectful manner
- Possess proven experience in customer service environments with a focus on resolving issues and creating positive customer outcomes
- Apply working knowledge of hi tech products or services to understand customer context and provide accurate and relevant information
- Utilize familiarity with social media platforms and monitoring tools to manage multiple conversations without compromising quality
- Show capability to analyze customer feedback data and derive actionable insights that support better service delivery for hi tech clients
- Exhibit a structured and detail oriented work style suited to an office based role with consistent performance in day shift operations
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
