Sr Process Executive - Rider Support Specialist

Cognizant; Mesa (AZ); On-site; USD 36,000 - 54,000; Full time

Job summary

Cognizant in Mesa, AZ is seeking a Social Media Monitor to support hi tech clients by analyzing customer interactions, identifying service issues, and guiding timely resolution through clear English communication. The role is office-based during day shifts and requires 1–2 years of experience in customer service and social media environments.

The ideal candidate will monitor channels, respond to posts with empathy, collaborate with service teams, and contribute to reporting that informs

Qualifications

• Strong spoken English communication, able to handle diverse customer profiles clearly and respectfully.
• Proven experience in customer service with a focus on issue resolution.
• Familiarity with hi-tech products or services to understand customer context.

Responsibilities

• Monitor social media channels for hi tech client brands to identify customer inquiries, feedback and emerging issues in real time.
• Respond to customer posts and messages with clear and empathetic communication in English to ensure high satisfaction and brand trust.
• Collaborate with customer service teams to escalate complex social media cases and ensure timely resolution aligned with service standards.
• Analyze patterns in social media conversations to highlight recurring product or service issues within the hi tech domain.
• Prepare concise daily and weekly summaries of social media trends to support data-driven decisions for marketing and customer experience teams.

Skills

English communication

Customer service

Tech product knowledge

Social media monitoring

Data analysis

Office-based work

Tools

Social media monitoring tools

Job description

Job Summary

This role focuses on social media monitoring for hi tech clients where the specialist analyzes customer interactions identifies service issues and supports timely resolution through clear English communication. The position is office based during day shifts and requires one to two years of experience in customer service and social media environments.

This role focuses on social media monitoring for hi tech clients where the specialist analyzes customer interactions identifies service issues and supports timely resolution through clear English communication. The position is office based during day shifts and requires one to two years of experience in customer service and social media environments.

Responsibilities

• Monitor social media channels for hi tech client brands to identify customer inquiries feedback and emerging issues in real time


• Respond to customer posts and messages with clear and empathetic communication in English to ensure high satisfaction and brand trust


• Collaborate with customer service teams to elevate complex social media cases and ensure timely resolution aligned with service standards


• Analyze patterns in social media conversations to highlight recurring product or service issues within the hi tech domain


• Prepare concise daily and weekly summaries of social media trends to support data driven decisions for marketing and customer experience teams


• Use social media monitoring tools to tag categorize and track customer interactions ensuring accurate reporting and follow up


• Coordinate with internal stakeholders to provide context rich customer insights that help refine support processes and service guidelines


• Maintain consistent response quality by following approved playbooks while adapting messages to the specific needs of each customer situation


• Support the design of social media responses that reflect the company purpose of creating reliable and responsible hi tech solutions for society


• Contribute to continuous improvement by suggesting enhancements to workflows that reduce response time and improve customer satisfaction


• Adhere to day shift schedules in the office work model while ensuring coverage and reliability for social media monitoring activities


• Ensure compliance with data privacy and platform policies while handling customer information and public communications


• Document case histories from social media interactions to create a reference library that supports training and knowledge sharing

Qualifications

• Demonstrate strong spoken English communication skills with the ability to handle diverse customer profiles in a clear and respectful manner


• Possess proven experience in customer service environments with a focus on resolving issues and creating positive customer outcomes


• Apply working knowledge of hi tech products or services to understand customer context and provide accurate and relevant information


• Utilize familiarity with social media platforms and monitoring tools to manage multiple conversations without compromising quality


• Show capability to analyze customer feedback data and derive actionable insights that support better service delivery for hi tech clients


• Exhibit a structured and detail oriented work style suited to an office based role with consistent performance in day shift operations