Sr Process Executive - Rider Support Specialist

Social Media Specialist

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 include:

+ Monitoring 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

+ Responding to social media messages and comments with clear and empathetic English communication that aligns with company guidelines and enhances customer satisfaction

+ Collaborating with customer service teams to route complex social media issues to the appropriate internal contacts and track their resolution status accurately

+ Analyzing social media conversations to recognize patterns related to product performance customer expectations and emerging issues and summarizing findings for continuous improvement

+ Providing timely updates to stakeholders on high priority social media incidents ensuring that potential reputation risks are flagged early and handled with care

+ Maintaining accurate records of social interactions customer feedback and resolution outcomes to support reporting dashboards and service quality metrics

+ Contributing to the refinement of social response templates and knowledge materials so that future interactions become more efficient consistent and helpful for customers

+ Supporting day to day monitoring activities during office based day shifts ensuring coverage for key platforms and time windows that matter to the target audience

+ Coordinating with marketing and product teams to share meaningful insights from social channels that can influence campaigns feature enhancements and support strategies

+ Engaging in proactive listening across digital communities to identify opportunities for positive engagement and to highlight success stories that reflect company impact on society

+ Following defined procedures for escalation privacy and data handling in every social interaction to protect customer information and uphold company standards

+ Participating in regular reviews of social media performance metrics and suggesting practical actions that can improve response times satisfaction scores and overall digital experience

+ Contributing 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 include:

+ Strong spoken English skills with the ability to communicate clearly professionally and with empathy across diverse customer groups in social environments

+ 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

+ Familiarity with hi tech products or services and the ability to understand basic technical terms so that social media conversations can be interpreted accurately

+ Working knowledge of common social media platforms and monitoring tools to capture mentions tags and keywords efficiently throughout each workday

+ Solid problem solving skills and attention to detail when assessing customer posts and determining the best course of action for resolution or escalation

+ Reliability in an office based work setting with readiness to operate in day shift schedules and maintain consistent monitoring coverage

+ Orientation toward service quality and continuous improvement by using insights from social interactions to suggest enhancements that benefit customers and the broader community

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected Veteran status age or any other characteristic protected by law.