Job Summary
Serve as a social media monitoring specialist focused on identifying customer issues service assurance risks and brand sentiment across digital channels. Analyze conversations flag incidents and coordinate with customer service teams to secure timely resolution. Operate in a hybrid work model with day shifts ensuring consistent monitoring coverage and actionable insights.
Responsibilities
- Monitor multiple social media platforms continuously to identify customer service issues service assurance concerns and emerging trends that require timely follow up and resolution
- Analyze incoming social media posts and messages to categorize customer intent urgency and impact on service quality while maintaining accurate tracking records in internal tools
- Coordinate with customer service teams to route prioritized cases from social channels into case management systems so that customers receive clear and timely responses
- Respond to defined customer scenarios on social platforms using approved playbooks and brand guidelines while adjusting tone to reflect empathy and accountability
- Document recurrent social media issues related to service performance and share structured summaries with service assurance and operations teams for further investigation
- Create daily and weekly monitoring reports that highlight key metrics such as volume drivers sentiment distribution and service related complaints to inform decision making
- Collaborate with cross functional partners in marketing customer service and service assurance to align social media handling strategies with business objectives
- Apply root cause thinking to recurring social conversations to suggest process changes knowledge base improvements or communication updates that prevent repeat issues
- Use social listening tools and dashboards to track campaign impact identify potential crises early and escalate incidents to the appropriate stakeholders with contextual detail
- Support continuous improvement of social media response templates macros and knowledge content by recommending refinements based on observed customer feedback patterns
- Maintain high data quality in tagging tracking and resolution documentation so that analytics teams can reliably assess customer experience and service performance trends
- Adhere to defined hybrid work practices schedule and compliance requirements while ensuring consistent monitoring coverage during day shift operating windows
Qualifications
- Showcase strong experience in customer service by handling complex inquiries managing expectations and guiding customers toward clear resolutions through digital channels
- Demonstrate proven ability to interpret service assurance concepts such as service availability incident impact and performance indicators when analyzing social media conversations
- Utilize excellent written communication skills to craft concise and empathetic responses that uphold brand voice while addressing technical or service related issues in an accessible manner
- Apply familiarity with social media management and listening platforms to configure alerts filters and searches that surface high priority posts efficiently
- Exhibit solid analytical and problem solving skills by identifying issue patterns in social chatter and proposing data informed recommendations to stakeholders
- Employ good collaboration and stakeholder management abilities to work closely with customer service operations and service assurance teams in a hybrid environment
- Leverage time management and prioritization skills to manage high volume social queues during peak periods while maintaining quality accuracy and adherence to service targets
Certifications Required
Relevant certification in customer service or social media management such as a recognized customer experience or digital care 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.
