Job Summary
This role focuses on monitoring and managing social media interactions for hi tech products and services while delivering exceptional customer service in English and Spanish. The specialist analyzes online conversations escalates relevant issues to internal teams and contributes to protecting brand reputation. The position is based in the office during day shifts with no travel required.
Responsibilities
- Monitor social media platforms for brand mentions customer inquiries and emerging issues related to hi tech products to ensure timely and accurate responses that protect brand reputation and enhance customer trust.
- Respond to customer queries and complaints in English and Spanish across social channels providing clear resolutions that improve satisfaction and reinforce a consistent brand voice.
- Analyze social media conversations and sentiment around hi tech solutions identifying patterns and insights that can inform product improvements and customer experience strategies.
- Collaborate with customer support and product teams to escalate complex technical issues discovered on social platforms ensuring swift resolution and reduced public dissatisfaction.
- Document recurring social media concerns related to hi tech offerings creating structured summaries that help stakeholders address root causes and improve future releases.
- Maintain detailed logs of interactions on social media channels capturing context outcomes and follow up actions to enable accurate reporting and continuous service optimization.
- Apply social media monitoring tools and dashboards to track performance metrics such as response time engagement levels and issue volume helping the company refine its digital support strategy.
- Coordinate with marketing teams to align social media responses with campaign messages ensuring that customer conversations reinforce key themes and support brand objectives.
- Provide proactive outreach on social platforms by identifying opportunities to share helpful information about hi tech features which reduces confusion and strengthens product adoption.
- Adhere to day shift work schedules in the office environment delivering reliable coverage during business hours and supporting stable collaboration with cross functional teams.
- Follow company policies for data privacy and online communication to safeguard customer information and maintain compliance with regulatory expectations in all social interactions.
- Contribute to continuous improvement by suggesting enhancements to monitoring processes workflows and response templates based on observed trends in customer behavior.
- Support the broader organizational mission by helping customers understand and use advanced hi tech solutions which promotes digital inclusion and positive societal impact.
Qualifications
- Demonstrate strong spoken English skills by communicating clearly and professionally with customers and internal stakeholders in social media contexts.
- Demonstrate strong spoken Spanish skills by handling customer interactions on platforms where Spanish is preferred ensuring equal quality of service across languages.
- Apply proven customer service experience to manage challenging conversations with empathy and problem solving focus resulting in improved loyalty and reduced churn.
- Bring practical understanding of hi tech products or services enabling accurate interpretation of social media feedback and precise guidance for customers.
- Utilize familiarity with office based collaboration tools and social media platforms to coordinate tasks effectively within a day shift schedule.
- Show adaptability in learning new monitoring tools and workflows quickly allowing efficient support of evolving social media strategies.
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。
