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

• 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

About Cognizant

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world.

Things to know before you apply

• Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
• Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email View email address on click.appcast.io with your request and contact information.
• AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
• Open position: Unless otherwise stated, this job posting is for an open position on our team.
• Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.
• Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.