Description
Full-time in officeLocation: Alcântara, LisbonSchedule: rotative between Monday to Sunday, 9h to 18hWhat You'll DoYou 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.ResponsibilitiesFocus 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.
Requirements
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 on-going, 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.
Offer
Base salary and bonuses Paid training and contractRelocation package (for illegible candidates moving to Lisbon from abroad)Training and development opportunitiesPrivate health insurance including close family (Spouse + children free of charge)Life insuranceChild benefits such as Nursery Voucher and Student VoucherEmployee 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 PortugalVarious 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.
Conocimientos:French, Good Communication Skills - Written And Oral, Customer Support, Chat Support, Kpi Management, Microsoft Office, Information Technology, It And Technological Interest, Technology Savvy, Technology Savvy
