SPE-AV Social Media Monitoring

Cognizant Technology Solutions Corporation; Taguig; On-site; PHP 360,000 - 480,000; Full time

Job summary

Cognizant in Manila is seeking a social media specialist who monitors and manages interactions for hi tech products, delivering customer service in English and Spanish. The role requires analyzing conversations, escalating issues to internal teams, and protecting brand reputation.

The position is based in the office during day shifts with no travel. You will respond across social channels, analyze sentiment, collaborate with support and product teams, document recurring concerns, and follow

Qualifications

• Fluent English communications for customer and internal stakeholders in social media contexts.
• Fluent Spanish communications for customer interactions on platforms where Spanish is preferred.
• Proven customer service experience with empathy and problem solving.
• Practical understanding of hi tech products or services for accurate feedback.

Responsibilities

• Monitor social media platforms for brand mentions and inquiries to ensure timely responses and protect brand reputation.
• Respond to customer queries and complaints in English and Spanish across social channels with clear resolutions.
• Analyze conversations and sentiment to identify patterns informing product improvements and customer experience.
• Collaborate with customer support and product teams to resolve complex technical issues surfaced on social media.
• Document recurring social media concerns with summaries to help address root causes and improve releases.

Skills

English

Spanish

Customer service

Hi-tech

Collaboration tools

Adaptability

Job description

Job Summary

This role focuses on monitoring and managing social media interactions for hi tech products and services while delivering exceptional customer service in English and Spanish. The specialist analyzes online conversations escalates relevant issues to internal teams and contributes to protecting brand reputation. The position is based in the office during day shifts with no travel required.

Responsibilities

• Monitor social media platforms for brand mentions customer inquiries and emerging issues related to hi tech products to ensure timely and accurate responses that protect brand reputation and enhance customer trust.
• Respond to customer queries and complaints in English and Spanish across social channels providing clear resolutions that improve satisfaction and reinforce a consistent brand voice.
• Analyze social media conversations and sentiment around hi tech solutions identifying patterns and insights that can inform product improvements and customer experience strategies.
• Collaborate with customer support and product teams to elevate complex technical issues discovered on social platforms ensuring swift resolution and reduced public dissatisfaction.
• Document recurring social media concerns related to hi tech offerings creating structured summaries that help stakeholders address root causes and improve future releases.
• Maintain detailed logs of interactions on social media channels capturing context outcomes and follow up actions to enable accurate reporting and continuous service optimization.
• Apply social media monitoring tools and dashboards to track performance metrics such as response time engagement levels and issue volume helping the company refine its digital support strategy.
• Coordinate with marketing teams to align social media responses with campaign messages ensuring that customer conversations reinforce key themes and support brand objectives.
• Provide proactive outreach on social platforms by identifying opportunities to share helpful information about hi tech features which reduces confusion and strengthens product adoption.
• Adhere to day shift work schedules in the office environment delivering reliable coverage during business hours and supporting stable collaboration with cross functional teams.
• Follow company policies for data privacy and online communication to safeguard customer information and maintain compliance with regulatory expectations in all social interactions.
• Contribute to continuous improvement by suggesting enhancements to monitoring processes workflows and response templates based on observed trends in customer behavior.
• Support the broader organizational mission by helping customers understand and use advanced hi tech solutions which promotes digital inclusion and positive societal impact.

Qualifications

• Demonstrate strong spoken English skills by communicating clearly and professionally with customers and internal stakeholders in social media contexts.
• Demonstrate strong spoken Spanish skills by handling customer interactions on platforms where Spanish is preferred ensuring equal quality of service across languages.
• Apply proven customer service experience to manage challenging conversations with empathy and problem solving focus resulting in improved loyalty and reduced churn.
• Bring practical understanding of hi tech products or services enabling accurate interpretation of social media feedback and precise guidance for customers.
• Utilize familiarity with office based collaboration tools and social media platforms to coordinate tasks effectively within a day shift schedule.
• Show adaptability in learning new monitoring tools and workflows quickly allowing efficient support of evolving social media strategies.