Job Summary
This role focuses on monitoring social media channels for a global technology company identifying customer service issues sentiment trends and engagement opportunities in real time. The specialist will handle English speaking interactions triage customer concerns and provide clear insights that help improve digital experience and brand trust. The position is based in office with day shifts and no travel supporting hi tech products and services through attentive online care.
Responsibilities
- Monitor social media platforms consistently to identify customer inquiries complaints and product related discussions for hi tech offerings and document all relevant details in an organized manner
- Respond to social media messages and comments with clear and empathetic English communication that aligns with company guidelines and enhances customer satisfaction
- Collaborate with customer service teams to route complex social media issues to the appropriate internal contacts and track their resolution status accurately
- Analyze social media conversations to recognize patterns related to product performance customer expectations and emerging issues and summarize findings for continuous improvement
- Provide timely updates to stakeholders on high priority social media incidents ensuring that potential reputation risks are flagged early and handled with care
- Maintain accurate records of social interactions customer feedback and resolution outcomes to support reporting dashboards and service quality metrics
- Contribute to the refinement of social response templates and knowledge materials so that future interactions become more efficient consistent and helpful for customers
- Support day to day monitoring activities during office based day shifts ensuring coverage for key platforms and time windows that matter to the target audience
- Coordinate with marketing and product teams to share meaningful insights from social channels that can influence campaigns feature enhancements and support strategies
- Engage in proactive listening across digital communities to identify opportunities for positive engagement and to highlight success stories that reflect company impact on society
- Follow defined procedures for escalation privacy and data handling in every social interaction to protect customer information and uphold company standards
- Participate in regular reviews of social media performance metrics and suggest practical actions that can improve response times satisfaction scores and overall digital experience
- Contribute to a culture of customer centricity by consistently representing the voice of the customer gathered from social channels and demonstrating the value of attentive service
Qualifications
- Demonstrate strong spoken English skills with the ability to communicate clearly professionally and with empathy across diverse customer groups in social environments
- Bring hands on experience in customer service within a one to two year range with exposure to handling inquiries complaints and feedback in fast paced situations
- Show familiarity with hi tech products or services and the ability to understand basic technical terms so that social media conversations can be interpreted accurately
- Apply working knowledge of common social media platforms and monitoring tools to capture mentions tags and keywords efficiently throughout each workday
- Exhibit solid problem solving skills and attention to detail when assessing customer posts and determining the best course of action for resolution or escalation
- Demonstrate reliability in an office based work setting with readiness to operate in day shift schedules and maintain consistent monitoring coverage
- Display an orientation toward service quality and continuous improvement by using insights from social interactions to suggest enhancements that benefit customers and the broader community
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 relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.
