Job Summary
This role focuses on monitoring social media channels for a global technology company identifying customer service issues sentiment trends and engagement opportunities in real time. The specialist will handle English speaking interactions triage customer concerns and provide clear insights that help improve digital experience and brand trust. The position is based in office with day shifts and no travel supporting hi tech products and services through attentive online care.
Responsibilities
- Monitor social media platforms consistently to identify customer inquiries complaints and product related discussions for hi tech offerings and document all relevant details in an organized manner
- Respond to social media messages and comments with clear and empathetic English communication that aligns with company guidelines and enhances customer satisfaction
- Collaborate with customer service teams to route complex social media issues to the appropriate internal contacts and track their resolution status accurately
- Analyze social media conversations to recognize patterns related to product performance customer expectations and emerging issues and summarize findings for continuous improvement
- Provide timely updates to stakeholders on high priority social media incidents ensuring that potential reputation risks are flagged early and handled with care
- Maintain accurate records of social interactions customer feedback and resolution outcomes to support reporting dashboards and service quality metrics
- Contribute to the refinement of social response templates and knowledge materials so that future interactions become more efficient consistent and helpful for customers
- Support day to day monitoring activities during office based day shifts ensuring coverage for key platforms and time windows that matter to the target audience
- Coordinate with marketing and product teams to share meaningful insights from social channels that can influence campaigns feature enhancements and support strategies
- Engage in proactive listening across digital communities to identify opportunities for positive engagement and to highlight success stories that reflect company impact on society
- Follow defined procedures for escalation privacy and data handling in every social interaction to protect customer information and uphold company standards
- Participate in regular reviews of social media performance metrics and suggest practical actions that can improve response times satisfaction scores and overall digital experience
- Contribute to a culture of customer centricity by consistently representing the voice of the customer gathered from social channels and demonstrating the value of attentive service
Qualifications
- Demonstrate strong spoken English skills with the ability to communicate clearly professionally and with empathy across diverse customer groups in social environments
- Bring hands on experience in customer service within a one to two year range with exposure to handling inquiries complaints and feedback in fast paced situations
- Show familiarity with hi tech products or services and the ability to understand basic technical terms so that social media conversations can be interpreted accurately
- Apply working knowledge of common social media platforms and monitoring tools to capture mentions tags and keywords efficiently throughout each workday
- Exhibit solid problem solving skills and attention to detail when assessing customer posts and determining the best course of action for resolution or escalation
- Demonstrate reliability in an office based work setting with readiness to operate in day shift schedules and maintain consistent monitoring coverage
- Display an orientation toward service quality and continuous improvement by using insights from social interactions to suggest enhancements that benefit customers and the broader community
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。
