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
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.
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