Job Description

Job Overview:

Cognizant is seeking for a candidate with a strong experience with customer service and technical support for a reputable social media organization. This team focuses on working closely with internal Sales and Account Management teams as well as external clients, including small businesses and agencies, as back end support and will execute operational workflows that require a quick response time in different ticketing systems. Successful candidate will be reporting to Team Leader.

Duties and Responsibilities

• Review inbound product-related brand requests for policy and quality compliance.
• Work directly with our Sales teams as required to assist them with client requests.
• Provide and maintain high-quality operational support to external customers to ensure client
• product is a top platform for their business.
• Maintain high levels of efficiency when working on inbound requests.
• Partner with local teams to identify user problems at scale and provide insights to improve
• efficiency and user experience.
• Identify trends and develop solutions to optimize team workflows and scale operations.
• Work with other internal teams globally to establish best practices and procedures to ensure consistency and sharing of learning between teams.

Requirements

• BA/BS degree (Graduate) or equivalent experience.
• Strong communication skills, written and verbal, for both English and Vietnamese is required as the candidate will be dealing with Vietnamese documents and Handling Vietnamese speaking clients
• Meticulous and high analytical and research/ investigation skills.
• Good Problem-solving skills.
• Proactively identifying Problems
• Able to learn quickly about the system and processes.
• Ability to follow processes without being blinkered by them.
• Ability to prioritize effectively according to changing circumstances and manage multiple tasks while maintaining strict attention to detail.
• A strong team player, enthusiastic about learning and able to work independently.
• Ability to collaborate and work effectively on a team.
• Proficiency in Microsoft Office, particularly Excel, would be advantageous.

Preferred qualifications

• Experience in online advertising at a major media agency or publisher
• Email and chat support experience
• Experience working in and with a global organization
• Experience in Customer Service organization or/and at interactive, advertising or marketing agencies and/or experience owning social channels.
• Good understanding of general social media landscape, metrics, and user behavior
• Success in this position requires exceptional customer service skills a willingness to experiment the ability to thrive in a dynamic team, focused environment, and a passion for helping others achieve results.

Working Hours:

• Willing to work on rotating shifts
• Willing to support weekends and Public Holiday shifts

Employee Status : Fixed Term Contractor

Shift : Day Job

Travel : No

Job Posting : Jul 14 2023

About Cognizant
Cognizant (Nasdaq-100: CTSH) 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 is ranked 185 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 @Cognizant.

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