Senior Consumer Experience Specialist (Hybrid, Night Shifts)

Henkel; Makati; Hybrid; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Hybrid work model

HMO healthcare coverage plan

Provident Fund

Group Life and Personal Accident

Job summary

Henkel is seeking a Senior Consumer Service Specialist in Makati to be the main contact for B2C customers across Henkel Consumer Brands. You will respond to inquiries via email, web forms, or phone, delivering expert guidance and maintaining high service standards.

Role requires handling escalations, quality monitoring, queue and real-time workforce aspects, with a night shift schedule in a hybrid Ayala Avenue, Makati setup. Bachelor's degree and 3+ years in customer service are expected.

Qualifications

• Bachelor's degree in Business Administration/Management, Communications or equivalent.
• Minimum of 3 years in customer service for shared service, BPO or call center.

Responsibilities

• Respond to inbound consumer communications on Henkel Consumer Brands via phone, email, or social media.
• Handle compliments, inquiries, complaints, product usage, packaging, environmental and regulatory issues.
• Drive consumer experience, upsell replacement products, and retention.
• Escalations handling and claims processing; perform queue management and related duties.

Skills

Team player

Customer service

Analytical

Problem-solving

Evidence evaluation

Escalations management

Quality monitoring

Queue management

Real-time monitoring

Education

Bachelor's degree in Business Administration/Management

Bachelor's degree in Communications

Tools

None

Job description

Henkel is seeking a Senior Consumer Service Specialist in Makati to be the main contact for B2C customers across Henkel Consumer Brands. You will respond to inquiries via email, web forms, or phone, delivering expert guidance and maintaining high service standards.

Role requires handling escalations, quality monitoring, queue and real-time workforce aspects, with a night shift schedule in a hybrid Ayala Avenue, Makati setup. Bachelor's degree and 3+ years in customer service are expected.