Senior Consumer Experience Specialist - Hybrid

Henkel Asia Pacific Service Centre; Makati; Hybrid; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Flexible work scheme

Hybrid work model

HMO healthcare coverage

Provident Fund

Employee Share Plan

Job summary

Henkel Asia Pacific Service Centre is seeking a Customer Service Specialist in Manila with a focus on consumer communications for Henkel brands. You will respond via phone, email, and social media, handling inquiries, complaints, and product information while driving a positive consumer experience.

The role requires a bachelor's degree and 3+ years in customer service within BPO/shared services, with preferences for those experienced in escalations, quality monitoring, and queue management.

Qualifications

• Bachelor's degree in Business Administration/Management, Communications or equivalent.
• Minimum 3 years of relevant customer service experience in a shared service, BPO, or call center.
• Must be a team player with superior customer service, analytical and problem-solving skills.
• Experience with escalations management, quality monitoring, queue management, real-time monitoring or workforce management is a plus.

Responsibilities

• Respond to inbound consumer communications for Henkel Consumer Brands via phone, email, and social media.
• Handle compliments, inquiries, and complaints on product usage, ingredients, packaging, regulatory issues, and promotions.
• Drive good consumer experience, upsell replacement products, and support retention.
• Manage escalations and claims processing; perform related duties as assigned by supervisor.

Skills

Customer service

Team player

Problem solving

Analytical thinking

Communication skills

Education

Bachelor's degree in Business Administration/Management or Communications

Job description

Henkel Asia Pacific Service Centre is seeking a Customer Service Specialist in Manila with a focus on consumer communications for Henkel brands. You will respond via phone, email, and social media, handling inquiries, complaints, and product information while driving a positive consumer experience.

The role requires a bachelor's degree and 3+ years in customer service within BPO/shared services, with preferences for those experienced in escalations, quality monitoring, and queue management.