Full-time in office
Location: Alcântara, Lisbon
Schedule: Monday to Sunday (two days off, rotative), shifts between 9h to 03h
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 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.
Our offer:
* Base salary and bonuses
* Paid training and contract
* Relocation package (for eligible 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 employees (Health and well-being, Consumption and Real Estate, Financial Consulting, Documentation/“Dia platino” service)
* Discount membership and access to various gyms across Portugal
* Various corporate discounts available through partnerships between Cognizant and other partners such as Pestana Hotels, Carnext, Huawei, Apple, MEO.
* In Cognizant offices, you have access to fresh fruit, water, coffee, and tea daily.
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