Cognizant is seeking an analyst with a strong experience with customer service for a global social media organization. This group focuses on working closely with internal Sales and Account Management teams as well as external clients, including small businesses and agencies to assist with operational tasks.  

Ideal candidates will be comfortable understanding social media campaigns and Pages. Applicant must have experience with dealing with tool bugs, have an eye for detail, appetite for research and gathering data insights and the ability to use that to improve processes and standard.

Purpose of the Role:

Customer Service, technical and troubleshooting support 

Review requests from page administrators needing assistance

Complete requests based on the policies outlined by Facebook

Ensure Policy Enforcement on all supported workflows.

Identify trends of abuse that highlight gaps in policies

Raise awareness to the teams and Team Leader about potentially problematic content to enhance policy definitions

Client Interaction

Proper grammar, spelling and tone when interacting with internal and external clients regarding requests, both in English and native language.

Ability to explain policy in a way that internal and external clients can understand without violating privacy and disclosure requirements

Offline review: Working Knowledge on ability to review user generated content and decide whether it’s compliant with policy

Areas of Responsibilities:

Stakeholder/Business Management

Update required applications & tools and keep SME and TL informed of new issues

Respond through email and chat in a timely manner

Meet/Exceed targets set within the key research activities

Ensure exceptional viability / acceptance rate

Process Improvements and Adherence:

Meet process SLAs / metrics – productivity and quality targets within the established timelines

Ensure process guidelines are followed and met as documented.

Stay updated with the process knowledge / changes - refer to knowledge updates/ repositories to effectively process transactions

Adhere to security practices set by organization

Project Control, Management and Review / Program delivery:Receive tickets/work on issues related to respective process

Raise/update CRM tool under required categories for issues identified and escalate to the SME / TL

Customer Relationship Management:

Provide information, troubleshoot bugs and/or issues, update required applications & tools and keep SME and TL informed of new issues

People/Team:

Contribute to and participate proactively in knowledge sharing sessions

Participate and contribute to organizational activities

Personal Excellence:Record own attendance and time sheet related data

Complete mandatory training for self as identified

Align individual goals with team objectives (work cohesively with the team)

Education Guidelines (Typical):

BA/BS degree or equivalent experience

Fluency in BENGALI and English (written and spoken)