Executive Social Media
3d ago

BPO Liaison for Social Media :

  • Operate as the lead point of contact for the BPO for social media agents.
  • Proactively ensuring the timely and successful delivery of solutions according to customer needs by escalating issues to cross-functional internal teams as reported by BPO.
  • Timely record assessments of activities in Salesforce & agent productivity / performance.
  • Work closely with BPO operations to ensure delivery of Social media metrics daily, weekly, monthly
  • Conduct regular follow up meetings with BPO to progress the relationship, address concerns, and create corrective action plans
  • Quality Assurance for Social Media agents :

  • Analyze tickets resolved by Social Media agents on a weekly basis by random sampling & check for implementation of SOPs or errors by Social media agents
  • Outline & improve quality assurance policies and procedures for Food Pandas community management
  • Ensure that quality assurance standards are adequate & carry out weekly calibrations with the Regional headquarters
  • Inspect data to detect areas for improvement
  • Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
  • In-house escalations

  • Investigate & provide timely resolution to cases escalated by the in house cross functional teams & senior management.
  • Close the loop on the cases with the customers & retrieve their trust completely.
  • Provide detailed feedback to the stakeholders & escalate concerns proactively to relevant teams.
  • Training

  • Creation of Foodpanda Pakistan's Social Media handbook
  • Training of newly hired social media agents at the BPO
  • KPI :

  • Maintain average QA at above 80% on a monthly basis
  • Ensure AHT is below 4 minutes per incident
  • Drive SOP / Macro changes for PK such that they are aligned with localized customer experience objectives
  • Immediate actioning on high level escalations / real time issues on social media & taking up the matter with relevant team to ensure root cause fixture
  • Position Requirements :

  • Bachelor’s Degree in advertising, marketing, communications, or a related field
  • Strong knowledge and understanding of social media
  • Experience with community management on the following preferred SM channels (FB / IG, Twitter, LinkedIn)
  • Proficiency in the Microsoft Office suite of products with basic analytic skills
  • Excellent written and oral communication skills
  • Self-driven, strong stakeholder management, customer focused problem solving mindset, taking end to end ownership of food panda’s social media communication.
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