Job Summary
We are seeking a skilled Social Media Monitoring Specialist with 3 to 7 years of experience to join our team. The ideal candidate will have a strong background in customer service and fluency in Spanish. This role involves monitoring social media channels to ensure service assurance and enhance customer satisfaction. The position is based in our office and operates during day shifts.
Responsibilities
- Monitor social media platforms to identify and address customer inquiries and concerns effectively.
- Provide timely and accurate responses to customer queries in both Spanish and English to ensure high levels of customer satisfaction.
- Collaborate with cross-functional teams to escalate and resolve complex issues promptly.
- Analyze social media trends and feedback to provide actionable insights for service improvement.
- Develop and implement strategies to enhance customer engagement and brand presence on social media.
- Maintain a comprehensive understanding of company products and services to provide informed responses.
- Utilize social media monitoring tools to track and report on key performance indicators.
- Ensure compliance with company policies and industry regulations while interacting with customers online.
- Contribute to the development of social media content that aligns with the companys objectives.
- Assist in the creation of reports and presentations to communicate social media performance to stakeholders.
- Stay updated on the latest social media trends and best practices to enhance monitoring efforts.
- Support the team in managing crisis situations on social media by providing timely and effective communication.
- Foster a positive online community by engaging with customers and addressing their needs proactively.
Qualifications
- Possess strong customer service skills with a proven track record of resolving customer issues efficiently.
- Demonstrate fluency in Spanish and proficiency in English for effective communication.
- Experience in service assurance is a plus showcasing the ability to maintain high service standards.
- Familiarity with social media monitoring tools and techniques is highly desirable.
- Excellent analytical skills to interpret social media data and derive meaningful insights.
- Strong written and verbal communication skills to interact with diverse audiences.
Certifications Required
Certified Social Media Strategist Bilingual Customer Service Certification
私たちについて：
コグニザント（NASDAQ: CTSH）は、AI builderおよびテクノロジーサービスプロバイダとして、AI投資を企業価値へとつなげるフルスタックのAIソリューションを提供しています。業界、業務プロセス、エンジニアリングに関する深い専門性を強みに、各企業固有のコンテキストをテクノロジーシステムに組み込み、人の力を最大限に引き出すとともに、具体的な成果の創出と、急速に変化する世界におけるグローバル企業の競争力維持を支援します。詳しくは、当社ウェブサイト www.cognizant.com をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
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