Full-time in office
Location: Alcântara, Lisbon
Schedule: Monday to Sunday (two days off, rotative), shifts between 9h to 03h
What you’ll do
You will be providing Social Media support for our client’s video streaming platform. Social Media Agent will both have the accountability and responsibility to deliver on our customers’ needs, including thorough communication and prompt routing of escalations whenever necessary. As such, this role acts as a liaison between customers and resources across our client company, expediting the resolution of issues to empower customers to achieve the highest value and adoption of our software.
Responsibilities:
- Focus on delivering on key results like customer satisfaction, first time resolution, efficiency, and quality metrics.
- Demonstrate ownership, high level of commitment and provide excellent customer service to the customer.
- Demonstrate innovation and intuition in identifying and escalating areas requiring operational adaptation and/or improvement and working at a fast pace.
- Solve Partner's issues using innovative techniques, identifying efficiency gains, and conducting root cause analyses.
- Be an Incredible Communicator: Able to interpret sentiment of the partner and address partner requests/concerns in a timely manner with an aptitude for building strong client relationships.
- Support partner queries pertaining to, channel management and performance, channel analytics and any technical issues in a friendly and accurate manner.
- Serve as a consultant to internal, cross-functional stakeholders on the video platform product.
What we are looking for:
- Experience with direct customer service, preferably in contact centers and in B2C and B2B environment.
- Experience in Advertising, Media Planning, Copywriting, Social Media Campaign and the like is a plus.
- Interest and working knowledge in online social media.
- Self-starter, strong attention to detail and able to juggle multiple work streams at once.
- Technologically-capable and familiar with basic internet technologies (web, email, IM), software (browsers, common plug-ins, common websites) and terminology.
- Excellent Written communication and organizational skills; can switch from business to casual communication tone depending on the end user's need.
- Ability to develop and deliver client-focused solutions to customer needs through on-going, superior support interactions.
- Critical thinking and strong problem-solving skills - able to investigate and follow-up appropriately, or make judgments and escalate when necessary.
- Comfortable with a rapidly-changing environment and with the ability to learn, retain and apply large amounts of product, procedure, policy, and system information.
- Base salary and bonuses
- Paid training and contract
- Relocation package (for illegible candidates moving to Lisbon from abroad)
- Training and development opportunities
- Private health insurance including close family (Spouse + children free of charge)
- Life insurance
- Child benefits such as Nursery Voucher and Student Voucher
- Employee Assistant Program (EAP) to promote wellbeing of employee’s (Health and well-being, Consumption and Real Estate, Financial Consulting, Documentation/“Dia platino” service)
- Discount membership and access various gyms across Portugal
- Various corporate discounts available through partnership between Cognizant and other partners such Pestana Hotels, Carnext, Huawei, Apple, MEO,
- In Cognizant offices you have access to fresh fruit, water, coffee, and tea daily.
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.
