Consumer Relations Social Engagement Specialist (Portuguese & English)

Job Location

Job Description

Location: San José, Costa Rica

Work Arrangement & Schedule: Full on-site attendance for at least the first 5 months. Following this period, a hybrid work model may be available based on business needs. Standard hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Costa Rica Time, with occasional evening and weekend support as required by the business.

Accommodations: P&G is committed to providing accommodations to any applicant with a disability during the recruitment, assessment, and selection process. If you need an accommodation related to your disability in order to participate in the recruitment process, please click here to submit your request. If you require an accommodation for the assessment process: 1) submit your request, 2) do not complete either assessment until you have been contacted for documentation verification.

Role Description:

The Consumer Relations Social Engagement Specialist represents the brand across social media and online ratings and reviews. The role monitors consumer conversations, responds to questions, feedback, and product-related issues within agreed service levels, and delivers accurate, personalized support aligned with each brand’s voice and approved guidelines. The specialist identifies emerging trends, misinformation, reputational risks, and opportunities; escalates sensitive cases according to established protocols; and maintains complete interaction records in social engagement and case-management systems. Working closely with Brand and Operations teams, the role converts consumer interactions and performance data into actionable insights that improve messaging, processes, consumer experience, loyalty, advocacy, product trial, and brand reputation.

Procter & Gamble is looking to develop the next generation of leaders in the world of technology. We are looking for recent graduates who are eager to help transform the way we do business through technology and innovation. If you are passionate about data, technology and wish to learn and grow continuously, a career at P&G is the right fit for you.

Strong written communication skills in Portuguese, English and Spanish, along with the ability to build trust, generate positive word of mouth, and adapt messaging to each brand’s voice, are essential for success in this role.

Responsibilities:

GENERAL RESPONSIBILITIES INCLUDE:

Social Response & Consumer Support

• Monitor and respond to consumer comments, questions, ratings, reviews, and product issues across Facebook, YouTube, Instagram, X, TikTok, and other assigned channels within defined SLAs and in line with approved social media guidelines.
• Provide accurate, personalized responses using approved messaging, correcting misinformation and escalating cases when needed.
• Support live events when required to provide real-time consumer support and moderation.

Brand Representation & Engagement

• Deliver reactive and proactive engagement aligned with each brand’s tone of voice, using timely, authentic interactions to address needs and create relevant conversation around approved topics and products.
• Build trust, strengthen brand perception, and support consumer loyalty, advocacy, and product trial through helpful product education and recommendations.
• Review and publish approved social media calendars and content, including posts, tweets, and videos.

Trend Monitoring & Escalation

• Monitor consumer conversations, competitors, and emerging trends to identify misinformation, negative sentiment, opportunities, and potential reputational risks.
• Provide early warnings to prevent and support issues and crisis through established escalation protocols.
• Analyze engagement and content performance, including likes, saves, comments, impressions, response trends, and recurring themes.

Tools, Systems & Documentation

• Use social engagement and case-management tools to monitor, respond to, and accurately document consumer interactions and cases.
• Uses AI tools and effective prompting strategies to strengthen communication and authentically represent each brand
• Use approved knowledge-base content and maintain current standard consumer responses.

Sales & Value Creation

• Support soft-selling opportunities by recommending products aligned with brand strategy and consumer needs, encouraging product trial where appropriate.
• Contribute insights and analysis during brand meetings to strengthen community strategy, consumer advocacy, purchase intent, and brand growth.

Job Qualifications

Must-Have Skills:

• Advanced proficiency in English (spoken and written)
• Advanced proficiency in Portuguese (spoken and written)
• High school diploma

• Ability to communicate clearly and adapt messaging to different audiences and communication channels.
• Strong attention to detail and accuracy.
• Ability to work effectively across multiple teams and functions.
• Strong collaboration and relationship-building skills.
• Comfortable working in a dynamic, fast-paced environment.
  

Important Notes for Candidates:

• Please complete the online assessments within the next 24 hours after your application for the position.
• Please note that the communication process for this job posting may take longer than usual, extending over several months, as it is connected to multiple positions.
• Before submitting your application, we strongly encourage you to review the following material: Hiring Process and Assessment Information. Familiarizing yourself with this content will help you be better prepared for the online assessments and enhance your chances of success.

What We Offer:

• Responsibilities from Day 1, allowing you to take ownership of your projects
• Continuous mentorship from passionate colleagues and formal training opportunities
• A competitive salary and benefits package

About Us:
P&G serves consumers worldwide with a strong portfolio of trusted brands, including Always®, Ariel®, Crest®, Gillette®, Pampers®, and Tide®. Our community operates in approximately 70 countries. For more information about us and our brands, please visit www.pg.com.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. We ensure reasonable accommodations for individuals with disabilities during the application or interview process. Please contact us to request accommodations.

Stay connected with us on social media! Follow us for the latest updates, exclusive content, and more:

LinkedIn https://www.linkedin.com/company/procter-and-gamble/

Facebook P&G Careers | Santa Ana | Facebook

Instagram @pgcareerscr

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