Senior Consumer Experience Lead - Hybrid & Flexible

Henkel; Makati; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work model

HMO healthcare coverage

Provident Fund

Employee Share Plan

Group Life Insurance

Flexible working hours

Job summary

Henkel Philippines is seeking a Senior Consumer Service Specialist to be the main contact for B2C customers across Henkel Consumer Brands. You will respond promptly to inquiries via email, web forms, or phone, offering expert guidance on products and regulatory concerns.

You will collaborate across functions to ensure exceptional consumer experience, handle escalations, manage queues, and support quality monitoring. A dayshift, hybrid role in Ayala Avenue, Makati, awaits a proactive team player.

Qualifications

• Bachelor's degree in Business Administration/Management, Communications or equivalent.
• Minimum 3 years' relevant customer service experience in a shared service, BPO, or call center.
• Strong customer service, communication, and problem-solving skills.

Responsibilities

• Respond to inbound consumer communications via phone, email, and social media for Henkel Consumer Brands.
• Provide expert guidance on products, usage, ingredients, and regulatory issues; manage compliments, inquiries, and complaints.
• Drive good consumer experience, upsell replacement products, and support retention initiatives.
• Handle escalations and claims processing; support quality and queue management tasks as needed.

Skills

Customer service

Team player

Analytical skills

Problem solving

Escalations management

Education

Bachelor's degree in Business Administration/Management/Communications

Job description

Henkel Philippines is seeking a Senior Consumer Service Specialist to be the main contact for B2C customers across Henkel Consumer Brands. You will respond promptly to inquiries via email, web forms, or phone, offering expert guidance on products and regulatory concerns.

You will collaborate across functions to ensure exceptional consumer experience, handle escalations, manage queues, and support quality monitoring. A dayshift, hybrid role in Ayala Avenue, Makati, awaits a proactive team player.