Social Media Resolution Manager

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 brand's 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

Additional Information

What We Offer

foodpanda is operated by Delivery Hero Group (“DH Group”) - the world’s 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 40,000+ 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.