Job Summary
This role focuses on monitoring and managing social media interactions for hi tech products and services while delivering exceptional customer service in English and Spanish. The specialist analyzes online conversations escalates relevant issues to internal teams and contributes to protecting brand reputation. The position is based in the office during day shifts with no travel required.
Responsibilities
- Monitor social media platforms for brand mentions customer inquiries and emerging issues related to hi tech products to ensure timely and accurate responses that protect brand reputation and enhance customer trust.
- Respond to customer queries and complaints in English and Spanish across social channels providing clear resolutions that improve satisfaction and reinforce a consistent brand voice.
- Analyze social media conversations and sentiment around hi tech solutions identifying patterns and insights that can inform product improvements and customer experience strategies.
- Collaborate with customer support and product teams to escalate complex technical issues discovered on social platforms ensuring swift resolution and reduced public dissatisfaction.
- Document recurring social media concerns related to hi tech offerings creating structured summaries that help stakeholders address root causes and improve future releases.
- Maintain detailed logs of interactions on social media channels capturing context outcomes and follow up actions to enable accurate reporting and continuous service optimization.
- Apply social media monitoring tools and dashboards to track performance metrics such as response time engagement levels and issue volume helping the company refine its digital support strategy.
- Coordinate with marketing teams to align social media responses with campaign messages ensuring that customer conversations reinforce key themes and support brand objectives.
- Provide proactive outreach on social platforms by identifying opportunities to share helpful information about hi tech features which reduces confusion and strengthens product adoption.
- Adhere to day shift work schedules in the office environment delivering reliable coverage during business hours and supporting stable collaboration with cross functional teams.
- Follow company policies for data privacy and online communication to safeguard customer information and maintain compliance with regulatory expectations in all social interactions.
- Contribute to continuous improvement by suggesting enhancements to monitoring processes workflows and response templates based on observed trends in customer behavior.
- Support the broader organizational mission by helping customers understand and use advanced hi tech solutions which promotes digital inclusion and positive societal impact.
Qualifications
- Demonstrate strong spoken English skills by communicating clearly and professionally with customers and internal stakeholders in social media contexts.
- Demonstrate strong spoken Spanish skills by handling customer interactions on platforms where Spanish is preferred ensuring equal quality of service across languages.
- Apply proven customer service experience to manage challenging conversations with empathy and problem solving focus resulting in improved loyalty and reduced churn.
- Bring practical understanding of hi tech products or services enabling accurate interpretation of social media feedback and precise guidance for customers.
- Utilize familiarity with office based collaboration tools and social media platforms to coordinate tasks effectively within a day shift schedule.
- Show adaptability in learning new monitoring tools and workflows quickly allowing efficient support of evolving social media strategies.
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.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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, state 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.
