Customer Experience & Relations Advisor

Procter & Gamble; Philippines; On-site; PHP 446,000 - 737,000; Full time

Job summary

Procter & Gamble in Manila (MANILA NET PARK OFFICE) seeks a Consumer Relations Advisor to deliver exceptional consumer service via phone, email, and chat. You will address inquiries, provide product information, and resolve basic issues following scripts and protocols, collaborating across teams in a fast-paced environment.

The role requires strong communication, a consumer-centric mindset, and the ability to thrive on an APAC shift.

Qualifications

• Active listening and empathy to guide consumer interactions
• Identify root causes and provide effective solutions beyond standard procedures
• Deliver quality outcomes through process ownership and continuous improvement
• Manage operations performance focusing on user experience, knowledge management, and data analytics
• Design engaging consumer conversations to influence purchasing decisions
• Protect consumer interests by adhering to quality, regulatory, and brand standards
• Apply research-thinking to define issues, run tests, and derive actionable insights
• Recognize brand equity implications of strategic choices in consumer interactions

Responsibilities

• Serve as product/knowledge expert for consumer questions and troubleshooting.
• Respond to questions and complaints across channels, guiding warranty or returns processes.
• Record and maintain accurate consumer interaction logs and resolutions.
• Suggest messaging, process, and system improvements to enhance experience.
• Escalate Tier 1 issues and collaborate with product or internal teams for timely responses.
• Identify recurring themes and communicate trends to Service Delivery teams.
• Collaborate with team members; participate in meetings and training to raise performance.
• Document processes and best practices for consistency and training purposes.

Skills

Communication

Problem Solving

Execution

Process & Operations Performance

Consumer Conversations

Stewardship

Learning & Experiment Design

Brand Equity

Job description

Procter & Gamble in Manila (MANILA NET PARK OFFICE) seeks a Consumer Relations Advisor to deliver exceptional consumer service via phone, email, and chat. You will address inquiries, provide product information, and resolve basic issues following scripts and protocols, collaborating across teams in a fast-paced environment.

The role requires strong communication, a consumer-centric mindset, and the ability to thrive on an APAC shift.