Social Media Agent - Portuguese

Full-time in office

Location: Alcântara, Lisbon

Schedule: Monday to Sunday (two days off, rotative), shifts between 9h to 03h

What you’ll do

You will be providing Social Media support for our client’s video streaming platform. Social Media Agent will both have the accountability and responsibility to deliver on our customers’ needs, including thorough communication and prompt routing of escalations whenever necessary. As such, this role acts as a liaison between customers and resources across our client company, expediting the resolution of issues to empower customers to achieve the highest value and adoption of our software.

Responsibilities:

• Focus on delivering on key results like customer satisfaction, first time resolution, efficiency, and quality metrics.
• Demonstrate ownership, high level of commitment and provide excellent customer service to the customer.
• Demonstrate innovation and intuition in identifying and escalating areas requiring operational adaptation and/or improvement and working at a fast pace.
• Solve Partner's issues using innovative techniques, identifying efficiency gains, and conducting root cause analyses.
• Be an Incredible Communicator: Able to interpret sentiment of the partner and address partner requests/concerns in a timely manner with an aptitude for building strong client relationships.
• Support partner queries pertaining to, channel management and performance, channel analytics and any technical issues in a friendly and accurate manner.
• Serve as a consultant to internal, cross-functional stakeholders on the video platform product.

What we are looking for:

• Experience with direct customer service, preferably in contact centers and in B2C and B2B environment.
• Experience in Advertising, Media Planning, Copywriting, Social Media Campaign and the like is a plus.
• Interest and working knowledge in online social media.
• Self-starter, strong attention to detail and able to juggle multiple work streams at once.
• Technologically-capable and familiar with basic internet technologies (web, email, IM), software (browsers, common plug-ins, common websites) and terminology.
• Excellent Written communication and organizational skills; can switch from business to casual communication tone depending on the end user's need.
• Ability to develop and deliver client-focused solutions to customer needs through on-going, superior support interactions.
• Critical thinking and strong problem-solving skills - able to investigate and follow-up appropriately, or make judgments and escalate when necessary.
• Comfortable with a rapidly-changing environment and with the ability to learn, retain and apply large amounts of product, procedure, policy, and system information.

About Cognizant: 
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.