o Become and remain knowledgeable about Leading social media products and community standards
o Assist our community and help resolve inquiries empathetically, accurately and on time
o Make well balanced decisions and personally driven to be an effective advocate for our community
o Strong interpersonal skills, verbal and written communication skills and most importantly empathy
o Display a strong bias to doing what’s right for our community in supporting Leading social media objectives
o Investigate and resolve issues that are reported on social media such as requests for account support and reports of potentially abusive content
o Respond to user inquiries with high quality, speed, empathy and accuracy
o Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
o Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
o Review the reported content within agreed turnaround times and standards of quality
o Identify inefficiencies in workflows and suggest solutions
o Recognize trends and patterns, and escalate issues outside the company policy
o Language requirements:
- English Proficiency (Written and Verbal)
o Reasoning/analytical capabilities:
- Ability of reason and analytical skills in diverse situations
- Degree of secondary education/college desirable
- 1 year of process services and client support required
- 1 + years of Social Media monitoring experience preferred
- High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each ‘rep’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance abuse standard policies and training materials
Cognizant US Corporation is an Equal Opportunity Employer Minority/Female/Disability/Veteran. If you require accessibility assistance applying for open positions in the US, please send an email with your request toCareersNA2@cognizant.com
Cognizant is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant, a member of the NASDAQ-100, is ranked 205 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us on Twitter: USJobsCognizant.
Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.
To apply for this job please visit cognizant.phenompeople.com.
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