Social Media Agent - French

Cognizant; Lisboa; Presencial; EUR 25 000 - 35 000; Tempo integral

Resumo da oferta

A leading tech company based in Lisbon is seeking a Social Media Agent to support their video streaming platform. The role involves customer service, communication, and problem-solving while ensuring a high level of client satisfaction. Candidates should have experience in direct customer service and a passion for online social media. This position offers a competitive salary and benefits including private health insurance and training opportunities.

Serviços

Base salary and bonuses

Paid training

Private health insurance

Child benefits

Employee Assistant Program

Qualificações

• Experience in direct customer service, preferably in contact centers.
• Interest and working knowledge in online social media.
• Ability to juggle multiple work streams.

Responsabilidades

• Provide social media support for a video streaming platform.
• Deliver on key results like customer satisfaction and efficiency.
• Support partner queries pertaining to channel management.

Conhecimentos

Customer service experience

Attention to detail

Excellent written communication

Problem-solving skills

Critical thinking

Familiarity with social media

Descrição da oferta de emprego

Overview

Full-time in office

Location: Alcântara, Lisbon

Schedule: Monday to Sunday (two days off, rotative), 9h to 18h

What you’ll do

You will be providing Social Media support for our client’s video streaming platform. Social Media Agent will both have the accountability and responsibility to deliver on our customers’ needs, including thorough communication and prompt routing of escalations whenever necessary. As such, this role acts as a liaison between customers and resources across our client company, expediting the resolution of issues to empower customers to achieve the highest value and adoption of our software.

Responsibilities

• Focus on delivering on key results like customer satisfaction, first time resolution, efficiency, and quality metrics.
• Demonstrate ownership, high level of commitment and provide excellent customer service to the customer.
• Demonstrate innovation and intuition in identifying and escalating areas requiring operational adaptation and/or improvement and working at a fast pace.
• Solve Partner\'s issues using innovative techniques, identifying efficiency gains, and conducting root cause analyses.
• Be an Incredible Communicator: Able to interpret sentiment of the partner and address partner requests/concerns in a timely manner with an aptitude for building strong client relationships.
• Support partner queries pertaining to, channel management and performance, channel analytics and any technical issues in a friendly and accurate manner.
• Serve as a consultant to internal, cross-functional stakeholders on the video platform product.

What we are looking for

• Experience with direct customer service, preferably in contact centers and in B2C and B2B environment.
• Experience in Advertising, Media Planning, Copywriting, Social Media Campaign and the like is a plus.
• Interest and working knowledge in online social media.
• Self-starter, strong attention to detail and able to juggle multiple work streams at once.
• Technologically-capable and familiar with basic internet technologies (web, email, IM), software (browsers, common plug-ins, common websites) and terminology.
• Excellent written communication and organizational skills; can switch from business to casual communication tone depending on the end user\'s need.
• Ability to develop and deliver client-focused solutions to customer needs through ongoing, superior support interactions.
• Critical thinking and strong problem-solving skills - able to investigate and follow-up appropriately, or make judgments and escalate when necessary.
• Comfortable with a rapidly-changing environment and with the ability to learn, retain and apply large amounts of product, procedure, policy, and system information.

Our offer

• Base salary and bonuses
• Paid training and contract
• Relocation package (for illegible candidates moving to Lisbon from abroad)
• Training and development opportunities
• Private health insurance including close family (Spouse + children free of charge)
• Life insurance
• Child benefits such as Nursery Voucher and Student Voucher
• Employee Assistant Program (EAP) to promote wellbeing of employee’s (Health and well-being, Consumption and Real Estate, Financial Consulting, Documentation/“Dia platino” service)
• Discount membership and access various gyms across Portugal
• Various corporate discounts available through partnership between Cognizant and other partners such Pestana Hotels, Carnext, Huawei, Apple, MEO,
• In Cognizant offices you have access to fresh fruit, water, coffee, and tea daily.