Consumer Relations Specialist

About the role

P&G is hiring a Consumer Relations Specialist in San José, Costa Rica. The role delivers service through phone, email and chat, acting as an expert on specific product segments and helping consumers with troubleshooting and warranty claims. Working hours are 8am to 5pm or 7am to 4pm (Eastern Standard Time); full on-site attendance is required for at least the first 5 months, after which a hybrid model may be available.

Key responsibilities

• Answer inquiries and give detailed product information, resolving issues according to established protocols
• Guide consumers through troubleshooting and warranty claims, and give tailored product recommendations
• Maintain accurate records of interactions and suggest improvements to messaging strategies and processes
• Investigate escalations with colleagues to ensure timely responses
• Engage consumers on social media and take part in initiatives that build loyalty and retention
• Contribute to the knowledge base and share product knowledge and best practices with the team
• Collect insights that can influence purchase decisions, product quality and research and development initiatives

Required profile

• High school diploma
• Advanced spoken and written English
• Nice to have: prior customer service experience, bachelor's degree or current university enrollment
• Detailed, organized and strong problem solver

Required skills

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Strong interpersonal skills, empathy and active listening

What we offer

• Responsibilities from day one, with continuous mentorship and formal training
• A competitive salary and benefits package