Specialist-Social Media Care (Portuguese)
The Ritz-Carlton
Salary undisclosed
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Description
JOB SUMMARY
JOB SUMMARY
The Social Media Care Specialist is responsible for reactive and proactive customer care by resolving questions or inquiries that come through Marriott’s social channels.
The Social Media Care Specialist is savvy in the latest social media engagement trends and takes a proactive approach to build trust, loyalty, and advocacy by engaging guests where they are, shaping meaningful conversations, and protecting Marriott’s reputation in real time. They will positively represent Marriott online — while partnering closely with the relevant Customer Engagement Centers (CECs) and Corporate stakeholders, to strengthen social media presence.
CANDIDATE PROFILE
Education and Experience
Required
- High school diploma/G.E.D. equivalent, secondary education, certificate, or local equivalent.
- At least one-year of related work experience, preferably in a customer service or service recovery environment. No supervisory experience is required
Preferred
- Customer Service Experience
- Familiarity with social media platforms and community management tools
- Experience with social listening or sentiment analysis
CORE WORK ACTIVITIES
- Review, research, and respond to customer inquiries, concerns, and feedback through approved social media channels.
- Manage and document customer cases from initial social media contact through resolution. This may require utilizing a variety of communication channels, including but not limited to: social media, email, telephone, etc.
- Create and publish approved engagement content and participate in online conversations to support brand community initiatives.
- Participate in social listening, customer feedback reviews, and process improvement activities.
- Analyze customer feedback and communicate recurring issues, trends, and observations to leadership.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
About this role
You'd be managing customer conversations across Marriott's social channels in Portuguese, handling everything from guest complaints to positive feedback in real time. The work spans multiple platforms and communication methods—social media, email, phone—with the goal of resolving issues quickly while building loyalty and protecting the brand's reputation online. You'll document cases from start to finish, spot trends in what customers are saying, and feed those insights back to leadership.
The role calls for at least a year in customer service or service recovery, ideally with some exposure to social media platforms and community management tools. A high school diploma or equivalent is the baseline education requirement. You don't need management experience, but you do need to be comfortable working independently, staying current with social media trends, and representing Ritz-Carlton's standards while working in-office in Mexico City. If you're fluent in Portuguese, detail-oriented about tracking customer issues, and energized by direct guest interaction, this could be a solid fit.
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Pay for this role
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