Job Summary
This role focuses on social media monitoring for hi tech clients where the specialist analyzes customer interactions identifies service issues and supports timely resolution through clear English communication. The position is office based during day shifts and requires one to two years of experience in customer service and social media environments.
Responsibilities
- Monitor social media channels for hi tech client brands to identify customer inquiries feedback and emerging issues in real time
- Respond to customer posts and messages with clear and empathetic communication in English to ensure high satisfaction and brand trust
- Collaborate with customer service teams to escalate complex social media cases and ensure timely resolution aligned with service standards
- Analyze patterns in social media conversations to highlight recurring product or service issues within the hi tech domain
- Prepare concise daily and weekly summaries of social media trends to support data driven decisions for marketing and customer experience teams
- Use social media monitoring tools to tag categorize and track customer interactions ensuring accurate reporting and follow up
- Coordinate with internal stakeholders to provide context rich customer insights that help refine support processes and service guidelines
- Maintain consistent response quality by following approved playbooks while adapting messages to the specific needs of each customer situation
- Support the design of social media responses that reflect the company purpose of creating reliable and responsible hi tech solutions for society
- Contribute to continuous improvement by suggesting enhancements to workflows that reduce response time and improve customer satisfaction
- Adhere to day shift schedules in the office work model while ensuring coverage and reliability for social media monitoring activities
- Ensure compliance with data privacy and platform policies while handling customer information and public communications
- Document case histories from social media interactions to create a reference library that supports training and knowledge sharing
Qualifications
- Demonstrate strong spoken English communication skills with the ability to handle diverse customer profiles in a clear and respectful manner
- Possess proven experience in customer service environments with a focus on resolving issues and creating positive customer outcomes
- Apply working knowledge of hi tech products or services to understand customer context and provide accurate and relevant information
- Utilize familiarity with social media platforms and monitoring tools to manage multiple conversations without compromising quality
- Show capability to analyze customer feedback data and derive actionable insights that support better service delivery for hi tech clients
- Exhibit a structured and detail oriented work style suited to an office based role with consistent performance in day shift operations
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.
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: 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.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: 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.
- Inclusion: 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.
