Subject Matter Expert - Operations

Job Summary

Serve as a subject matter expert in social media monitoring for hi tech customers by analyzing online conversations and customer feedback in English to improve service quality and brand reputation while working from office in a day shift environment and collaborating with cross functional teams to deliver timely insights that enhance customer satisfaction and digital engagement.

Responsibilities

• Monitor social media platforms and digital channels for hi tech clients to identify customer issues trends and opportunities that can enhance overall service quality and brand perception.
• Analyze customer posts comments and messages in English to extract meaningful insights and provide clear summaries that help teams resolve concerns and refine customer service strategies.
• Respond to customer inquiries and concerns routed from social channels with a professional customer service approach that promotes trust satisfaction and long term engagement.
• Collaborate with customer service and operations teams to share social media findings and jointly design action plans that address recurring pain points in the hi tech domain.
• Prepare daily and weekly reports on social media performance sentiment and key incidents that support data driven decisions and continuous improvement of customer experience.
• Utilize social listening tools and dashboards to track brand mentions product feedback and competitor activities ensuring proactive identification of emerging risks and opportunities.
• Escalate critical issues and potential crises identified on social media to appropriate stakeholders with clear context and recommended responses that protect brand integrity.
• Coordinate with marketing and communication teams to align social media monitoring insights with ongoing campaigns ensuring consistent messaging and effective audience targeting.
• Support development of standard operating procedures for social media monitoring and customer response that reflect best practices and regulatory expectations in the hi tech sector.
• Contribute to knowledge base updates by documenting frequent customer questions and effective responses helping teams deliver faster and more accurate support.
• Participate in internal review meetings to present key social media trends and customer sentiment analysis that guide product updates and service enhancements.
• Maintain high standards of data privacy and ethical handling of customer information gathered from social platforms in accordance with company policies and industry norms.
• Engage in continuous learning on new social media features digital engagement techniques and hi tech industry developments to keep monitoring practices relevant and effective.

Qualifications

• Demonstrate strong spoken English communication skills that enable clear customer interaction accurate interpretation of social content and effective collaboration with internal teams.
• Bring solid experience in customer service environments where the focus is on resolving complex queries managing expectations and improving customer satisfaction through actionable solutions.
• Show hands on exposure to the hi tech industry including familiarity with common products services and terminology that supports precise understanding of social media discussions.
• Apply analytical thinking and attention to detail when reviewing large volumes of social data ensuring that patterns signals and anomalies are correctly identified and reported.
• Use basic reporting and productivity tools to compile social media metrics visualize trends and share insights in a concise and understandable format for diverse stakeholders.
• Exhibit ability to work effectively from office in a structured day shift setting maintaining consistent performance and seamless coordination with onsite colleagues.

Acerca de Cognizant  
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.

Información adicional sobre el empleo
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