Job Summary
Serve as a senior social media monitoring specialist focused on delivering high quality customer service insights to support service assurance and brand reputation in a global enterprise environment. Analyze social conversations identify trends and risks and collaborate with cross functional teams while working fully from office in a structured day shift role.
Responsibilities
- Monitor a wide range of social media channels to identify customer service related posts inquiries and emerging issues in real time and document them in agreed tracking tools for timely follow up by relevant teams.
- Analyze customer conversations on social platforms to uncover recurring service pain points sentiment patterns and potential service assurance gaps that can inform continuous service improvement initiatives.
- Coordinate with internal customer service and service assurance stakeholders to share prioritized alerts contextual summaries and recommended next actions that help reduce time to resolution and prevent issue escalation.
- Create concise daily and weekly monitoring reports that highlight key metrics trending topics and notable customer stories while explaining clear implications for customer experience and operational performance.
- Collaborate with content owners and customer support specialists to refine response templates and tone guidelines so that replies on social channels are consistent empathetic and aligned with company standards.
- Utilize social listening and monitoring tools to configure queries refine keyword sets and filter noise so that monitoring efforts stay focused on high impact customer service conversations and relevant service incidents.
- Track the end to end lifecycle of flagged cases from initial detection through closure to help evaluate response quality resolution speed and overall effectiveness of the social care workflow.
- Document recurring operational issues surfaced through social media and share structured feedback with process owners so that root causes are addressed and repetitive customer complaints are reduced over time.
- Support internal teams with ad hoc analysis on specific campaigns product launches or incidents by extracting targeted social data and explaining the customer perception in clear narrative form.
- Maintain compliance with company policies regulatory requirements and data privacy standards while handling public customer posts and any associated personal information in monitoring tools.
- Assist in defining and refining key performance indicators for social media monitoring and customer service outcomes and contribute to dashboards that track progress against these indicators.
- Guide junior team members on best practices for tagging case categorization and tone assessment so that monitoring output remains consistent reliable and ready for downstream analytics.
- Participate in calibration sessions with customer service and service assurance teams to align on tagging standards severity ratings and priority rules that ensure a shared understanding of social media signals.
Qualifications
- Display strong experience in front line or back office customer service environments applying structured problem solving skills to resolve customer queries and improve service processes.
- Demonstrate proven ability to interpret qualitative customer feedback and quantitative performance data translating observations into clear actions for customer service and service assurance stakeholders.
- Apply practical familiarity with social media platforms and monitoring tools even if previously used in a non specialist capacity and show readiness to adapt to enterprise grade listening solutions.
- Bring exposure to service assurance concepts such as incident impact service quality and stability enabling productive collaboration with technical or operations teams that own these areas.
- Communicate clearly in written and verbal form with cross functional partners documenting insights in a way that can be easily consumed by operations product and customer service teams.
- Exhibit strong organization and time management skills suitable for a structured day shift office environment managing multiple monitoring queues and reporting tasks without degradation of quality.
- Adapt quickly to evolving social media trends platform changes and updated company policies keeping monitoring approaches current and relevant to the most active customer discussions.
Certifications Required
Preferred certifications include Customer Service Certification Social Media Marketing Certification or equivalent industry credential.
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.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
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, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
