Specialist-Social Media Customer Care
Core
Resolve guest inquiries and protect brand reputation by managing real-time conversations on social media channels.
Role type
Specialist social media customer care representative
Builds
Brand community engagement and trust
Domain
Hospitality / Social Media
Deliverable
client delivery
Required skills
Customer service recovery, active listening, social media platform familiarity, case management, cross-channel communication
Preferred skills
Social listening, sentiment analysis, relationship building
Responsibilities
Review and respond to customer inquiries on social media; manage and document customer cases from contact to resolution; create and publish approved engagement content; analyze customer feedback and communicate trends to leadership
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