Subject Matter Expert - Operations

About the role

Serve as a subject matter expert in social media monitoring for high-tech customers by analyzing online conversations and customer feedback in English to improve service quality and brand reputation. Work from the office in a day shift environment and collaborate with cross-functional teams to deliver timely insights that enhance customer satisfaction and digital engagement.

Responsibilities

• Monitor social media platforms and digital channels for high-tech clients to identify customer issues, trends, and opportunities that can enhance overall service quality and brand perception.
• Analyze customer posts, comments, and messages in English to extract meaningful insights and provide clear summaries that help teams resolve concerns and refine customer service strategies.
• Respond to customer inquiries and concerns routed from social channels with a professional customer service approach that promotes trust, satisfaction, and long-term engagement.
• Collaborate with customer service and operations teams to share social media findings and jointly design action plans that address recurring pain points in the high-tech domain.
• Prepare daily and weekly reports on social media performance, sentiment, and key incidents that support data-driven decisions and continuous improvement of customer experience.
• Utilize social listening tools and dashboards to track brand mentions, product feedback, and competitor activities, ensuring proactive identification of emerging risks and opportunities.
• Escalate critical issues and potential crises identified on social media to appropriate stakeholders with clear context and recommended responses that protect brand integrity.
• Coordinate with marketing and communication teams to align social media monitoring insights with ongoing campaigns, ensuring consistent messaging and effective audience targeting.
• Support development of standard operating procedures for social media monitoring and customer response that reflect best practices and regulatory expectations in the high-tech sector.
• Contribute to knowledge base updates by documenting frequent customer questions and effective responses, helping teams deliver faster and more accurate support.
• Participate in internal review meetings to present key social media trends and customer sentiment analysis that guide product updates and service enhancements.
• Maintain high standards of data privacy and ethical handling of customer information gathered from social platforms in accordance with company policies and industry norms.
• Engage in continuous learning on new social media features, digital engagement techniques, and high-tech industry developments to keep monitoring practices relevant and effective.

Requirements

• Demonstrate strong spoken English communication skills that enable clear customer interaction, accurate interpretation of social content, and effective collaboration with internal teams.
• Bring solid experience in customer service environments where the focus is on resolving complex queries, managing expectations, and improving customer satisfaction through actionable solutions.
• Show hands-on exposure to the high-tech industry, including familiarity with common products, services, and terminology that supports precise understanding of social media discussions.
• Apply analytical thinking and attention to detail when reviewing large volumes of social data, ensuring that patterns, signals, and anomalies are correctly identified and reported.
• Use basic reporting and productivity tools to compile social media metrics, visualize trends, and share insights in a concise and understandable format for diverse stakeholders.
• Exhibit ability to work effectively from the office in a structured day shift setting, maintaining consistent performance and seamless coordination with onsite colleagues.

Schedule

Day shift, onsite.