Deskripsi Pekerjaan
Are you a digital native with a passion for troubleshooting? Cognizant is looking for a tech-savvy Social Media Agent to join our high-performing team in Quezon City. As a global leader in innovative business solutions, we pride ourselves on providing world-class technical support experiences.
In this role, you will be the bridge between our brand and the global community. You will resolve technical inquiries through various social media platforms, ensuring that every user interaction reflects our commitment to excellence. If you thrive in a fast-paced environment and have a knack for turning complex technical issues into positive customer experiences, we want to hear from you!
Tanggung Jawab
- Monitor and engage with customers across multiple social media channels (Facebook, Twitter, Instagram, etc.).
- Provide accurate and efficient technical troubleshooting support to resolve user queries.
- Identify and escalate complex technical issues to the appropriate internal teams.
- Maintain a professional, empathetic, and brand-aligned tone in all public and private interactions.
- Document customer interactions and resolutions accurately in our CRM system.
- Stay up-to-date with product updates, technical documentation, and social media trends.
- Contribute to team goals regarding response time, resolution rate, and customer satisfaction (CSAT) scores.
Kualifikasi
- At least 1-2 years of experience in technical support, customer service, or social media management.
- Strong command of the English language, both written and verbal.
- Demonstrated ability to troubleshoot technical software or hardware issues effectively.
- Proficiency in navigating social media platforms for business purposes.
- Exceptional problem-solving skills and attention to detail.
- Ability to multitask and adapt to a high-volume, dynamic environment.
- Willingness to work flexible shifts, including weekends and holidays if required.