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Social Media Resolution Manager

foodpandaHong Kong, HK

21 天前

职位描述

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

Bachelor’s 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.

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Manager • Hong Kong, HK