Full-time in office
Location: Alcântara, Lisbon
Schedule: Monday to Sunday (two days off, rotative), 9h to 18h
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.
- Base salary and bonuses
- Paid training and contract
- Relocation package (for illegible candidates moving to Lisbon from abroad)
- Training and development opportunities
- Private health insurance including close family (Spouse + children free of charge)
- Life insurance
- Child benefits such as Nursery Voucher and Student Voucher
- Employee Assistant Program (EAP) to promote wellbeing of employee’s (Health and well-being, Consumption and Real Estate, Financial Consulting, Documentation/“Dia platino” service)
- Discount membership and access various gyms across Portugal
- Various corporate discounts available through partnership between Cognizant and other partners such Pestana Hotels, Carnext, Huawei, Apple, MEO,
- In Cognizant offices you have access to fresh fruit, water, coffee, and tea daily.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.
Other employment-related information
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.
While our system allows applications in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes. Further, for roles located in Quebec, professional English proficiency is required to communicate with our global clients.