Social Media Resolution Manager
Social Media Resolution Manager
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Job Description
Responsibilities
- Lead a group of in-house agents on social media responses to customer inquiries resolving complaints and engaging in meaningful conversations to build positive relationships via foodpanda owned social media platforms.
- Ensure that all social media interactions are aligned with the brands voice and marketplace experience team guidelines.
- Monitor social media channels for customer feedback ensuring that customer issues or queries are addressed in a timely and proper manner.
- Collaborate closely with other members of the service operations team to provide feedback on process gaps and contact center service.
- Collaborate with the Public Relations Marketing and other internal teams to ensure that sensitive or negative interactions are handled appropriately.
- Maintain a thorough understanding of internal processes to assess the validity of issues arising from social media claims.
- Track and analyze customer feedback comments and sentiment on social platforms to generate actionable insights for improvements to products services and experiences.
- Manage and invigorate online communities encouraging customer engagement and fostering a positive environment.
Qualifications :
Requirements
- Bachelors degree with more than 5 years of experience in stakeholder engagement customer service marketing social media communications or a relevant field.
- Ability to manage stressful and high-pressure situations and provide viable solutions.
- Ability to adhere to company standards and tones and engage customers.
- Ability to use sound judgment to assess the severity of individual incidents.
- Strong understanding of the local social landscape and customer service nuances.
Additional Information :
What We Offer
- A dynamic and challenging work environment.
- A company committed to developing you personally and professionally.
- A great working atmosphere with regular company and team events.
- A vibrant and international team committed to diversity and inclusion.
- Responsibility from day one in a fast growing and global company.
- Other benefits include free food health and dental insurance and learning and development opportunities!
foodpanda is operated by Delivery Hero Group (DH Group) - the worlds leading local delivery platform operating in 70 markets across Asia Europe Latin America the Middle East and Africa. Delivery Hero started as a food delivery service in 2011 and now employs 40000 people globally. Additionally Delivery Hero is pioneering quick commerce the next generation of e-commerce aiming to bring groceries and household goods to customers in under one hour and often in 20 to 30 minutes. Headquartered in Berlin Germany Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
