Senior Consumer Service Specialist

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

About this Position

As a Senior Consumer Service Specialist at Henkel, youwill be the key point of contact for our B2C customers, addressingtheirinquiries and providing expert guidance on our Consumer Brands. Your role isessential in ensuring that customers receive prompt, professional responses totheir communications, whether through email, web forms, or phone calls. In thiscollaborative team environment, you’ll work closely with colleagues acrossvarious functions, leveraging your language skills while fostering positiverelationships with clients. Your ability to navigate challenges, such asquality management and queue oversight, will empower you to drive continuousimprovements in our service delivery. Join us in creating meaningfulconnections with our customers and play a pivotal role in enhancing Henkel'sreputation as a trusted partner in adhesive solutions!

What you´ll do

• Respondto inbound consumer communications on Henkel Consumer Brands (Beauty Care& Laundry and Home Care products)
• Communicationvia phone calls, email, and social media
• Handlescompliments, inquiries and complaints, product usage and ingredients,packaging, environmental and regulatory issues, animal testing,commercials, advertising and promotions, community relations, donationrequests, etc
• Drivinggood consumer experience, upselling replacement products (for those itemsthat were discontinued), and retention
• Escalationshandling and claims processing
• Handleother related duties that may be assigned by superior (such as quality,queue management)

What makes you a good fit

• Bachelor'sdegree in Business Administration/Management, Communications, orequivalent courses
• Minimumof (3) years relevant experience in a customer service in a sharedservice, BPO, or call center industry
• Mustbe a team player, superior customer service skills, analytical andproblem-solving skills, ability to evaluate evidence
• Experiencewith escalations management, quality monitoring, queue management, realtime monitoring or workforce management is an advantage
• Amenableto work on a night shit schedule (9:00 PM to 6:00 AM (DST); 10:00 PM to7:00 AM (non DST), and report on a hybrid work set-up in Ayala Avenue,Makati

Some perks of joining Henkel

• A thriving career with the Top 15 Best Workplaces in the Philippines by Great Place to Work and the Top GBS Employer in the Philippines by the Everest Group for 4 consecutive years!
• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Global wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• HMO healthcare coverage plan
• Provident Fund
• Group Life and Personal Accident Insurance

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.