Job Summary
This role focuses on social media monitoring for hi tech clients where the specialist analyzes customer interactions identifies service issues and supports timely resolution through clear English communication. The position is office based during day shifts and requires one to two years of experience in customer service and social media environments.
Responsibilities
- Monitor social media channels for hi tech client brands to identify customer inquiries feedback and emerging issues in real time
- Respond to customer posts and messages with clear and empathetic communication in English to ensure high satisfaction and brand trust
- Collaborate with customer service teams to escalate complex social media cases and ensure timely resolution aligned with service standards
- Analyze patterns in social media conversations to highlight recurring product or service issues within the hi tech domain
- Prepare concise daily and weekly summaries of social media trends to support data driven decisions for marketing and customer experience teams
- Use social media monitoring tools to tag categorize and track customer interactions ensuring accurate reporting and follow up
- Coordinate with internal stakeholders to provide context rich customer insights that help refine support processes and service guidelines
- Maintain consistent response quality by following approved playbooks while adapting messages to the specific needs of each customer situation
- Support the design of social media responses that reflect the company purpose of creating reliable and responsible hi tech solutions for society
- Contribute to continuous improvement by suggesting enhancements to workflows that reduce response time and improve customer satisfaction
- Adhere to day shift schedules in the office work model while ensuring coverage and reliability for social media monitoring activities
- Ensure compliance with data privacy and platform policies while handling customer information and public communications
- Document case histories from social media interactions to create a reference library that supports training and knowledge sharing
Qualifications
- Demonstrate strong spoken English communication skills with the ability to handle diverse customer profiles in a clear and respectful manner
- Possess proven experience in customer service environments with a focus on resolving issues and creating positive customer outcomes
- Apply working knowledge of hi tech products or services to understand customer context and provide accurate and relevant information
- Utilize familiarity with social media platforms and monitoring tools to manage multiple conversations without compromising quality
- Show capability to analyze customer feedback data and derive actionable insights that support better service delivery for hi tech clients
- Exhibit a structured and detail oriented work style suited to an office based role with consistent performance in day shift operations
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 de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
Es posible que se requiera que los solicitantes asistan a entrevistas en persona o por videoconferencia. Además, es posible que se requiera que los candidatos presenten su identificación actual emitida por el estado o gobierno durante cada entrevista.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Si tienes una discapacidad que requiere adaptaciones razonables para buscar una vacante de trabajo o enviar una solicitud, puedes enviar un correo electrónico a [email protected] con tu solicitud e información de contacto.
