Job Summary
Serve as a subject matter expert in social media monitoring for customer service analyzing conversations across key platforms to protect and enhance brand reputation. Use hybrid work flexibility to respond during day shifts resolve customer concerns efficiently and deliver insights that improve service experience and long term customer trust with measurable business impact.
Responsibilities
- Monitor social media platforms throughout the day shift to identify customer service inquiries complaints and emerging issues in a timely and organized manner.
- Respond to customer posts and messages with empathetic service focused communication that aligns with company guidelines and promotes rapid issue resolution.
- Coordinate with internal customer service and operations teams to route complex cases and ensure that social media requests are resolved within agreed service levels.
- Analyze conversation patterns and sentiment from social channels to generate actionable insights that improve service processes and customer satisfaction.
- Document each customer interaction accurately in the designated systems so that follow up teams have complete context and history.
- Collaborate with marketing and communication teams to maintain consistent brand voice across channels while still tailoring responses to individual customer needs.
- Create concise daily and weekly reports that highlight volume trends recurring service issues and potential service assurance risks for stakeholder review.
- Apply knowledge of service assurance principles to recognize critical incidents that may affect a wider customer base and escalate them promptly.
- Review and refine social media monitoring keywords rules and workflows to continuously improve detection accuracy and response efficiency.
- Train and guide peer team members on best practices in social media customer care and use of monitoring tools to enhance overall team performance.
- Support continuous improvement initiatives by recommending process changes based on data driven observations from social media interactions.
- Ensure compliance with data privacy and regulatory requirements when handling customer information obtained from social platforms.
- Use hybrid work flexibility responsibly to stay connected with team members through virtual collaboration tools and maintain consistent service standards.
Qualifications
- Possess four to eight years of hands on experience in customer service with proven exposure to digital or social media based customer interactions.
- Demonstrate strong understanding of customer service metrics such as response time resolution rate and customer satisfaction and apply them to social media contexts.
- Exhibit familiarity with social media monitoring or engagement tools and show ability to quickly learn new enterprise platforms used by the company.
- Show advantage if experienced in service assurance or telecom media technology domains by applying that knowledge to identify service impacting incidents.
- Communicate clearly in written and spoken form with excellent grammar and tone control tailored for public social media environments.
- Display strong analytical skills with the ability to recognize patterns identify root causes and propose targeted solutions based on social media data.
- Manage time effectively within a day shift schedule while handling multiple conversations at once without compromising quality or accuracy.
Certifications Required
Preferred certifications include social media customer care or digital marketing certifications such as Meta Certified Community Manager or similar.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
