Specialist-Social Media Customer Care
Core
Resolve guest inquiries and protect brand reputation by engaging with customers on social media channels.
Role type
Social media customer care specialist
Builds
Brand community presence and guest trust on social platforms
Domain
Hospitality / Social Media Customer Support
Deliverable
client delivery
Required skills
Customer service, social media engagement, case management, active listening, social listening
Preferred skills
Social media recovery, relationship building, sentiment analysis, community management tools
Responsibilities
Respond to customer inquiries and feedback 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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