Deskripsi Pekerjaan
Are you a digital native with a passion for community engagement and brand advocacy? Cognizant is looking for a dynamic Social Media Support Specialist to join our growing team in Quezon City. As a global leader in innovative business solutions, we pride ourselves on delivering excellence across diverse industries. In this role, you will be the frontline representative of our clients, ensuring that every interaction on social media is professional, timely, and aligned with brand identity.
You will play a critical role in maintaining brand reputation by monitoring social channels, addressing user inquiries, and escalating complex issues to the appropriate internal teams. If you possess excellent communication skills, a knack for problem-solving, and a deep understanding of current social media trends, we want you on our team.
Tanggung Jawab
- Monitor brand social media channels for customer inquiries, comments, and feedback in real-time.
- Provide accurate and empathetic responses to users to ensure a high level of customer satisfaction.
- Identify and escalate urgent issues, service outages, or PR-sensitive concerns to the management team.
- Maintain a consistent brand voice across all social media interactions and platforms.
- Document customer issues and resolution steps in our internal CRM systems for trend analysis.
- Collaborate with marketing teams to support ongoing campaigns and community initiatives.
- Analyze customer sentiment and provide periodic reports on recurring feedback or pain points.
Kualifikasi
- Bachelor’s degree in Marketing, Communications, Business Administration, or a related field.
- Minimum 1-2 years of experience in social media management, community moderation, or customer support.
- Exceptional written and verbal English communication skills with high attention to detail.
- Proficiency in major social media platforms (Facebook, Instagram, X/Twitter, LinkedIn, TikTok).
- Ability to remain calm and professional while handling difficult interactions or high-volume inquiries.
- Experience using social listening tools or CRM software is a significant advantage.
- Willingness to work in flexible shifts, including weekends or holidays, to support global clients.