Senior Consumer Service Specialist

Henkel; Makati; On-site; 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

About this Position

As a Senior Consumer Service Specialist at Henkel, you will be the key point of contact for our B2C customers, addressing their inquiries and providing expert guidance on our Consumer Brands. Your role is essential in ensuring that customers receive prompt, professional responses to their communications, whether through email, web forms, or phone calls. In this collaborative team environment, you’ll work closely with colleagues across various functions, leveraging your language skills while fostering positive relationships with clients. Your ability to navigate challenges, such as quality management and queue oversight, will empower you to drive continuous improvements in our service delivery. Join us in creating meaningful connections with our customers and play a pivotal role in enhancing Henkel's reputation as a trusted partner in adhesive solutions!

What you´ll do

• Respond to inbound consumer communications on Henkel Consumer Brands (Beauty Care & Laundry and Home Care products)


• Communication via phone calls, email, and social media


• Handles compliments, inquiries and complaints, product usage and ingredients, packaging, environmental and regulatory issues, animal testing, commercials, advertising and promotions, community relations, donation requests, etc


• Driving good consumer experience, upselling replacement products (for those items that were discontinued), and retention


• Escalations handling and claims processing


• Handle other related duties that may be assigned by superior (such as quality, queue management)

What makes you a good fit

• Bachelor's degree in Business Administration/Management, Communications, or equivalent courses


• Minimum of (3) years relevant experience in a customer service in a shared service, BPO, or call center industry


• Must be a team player, superior customer service skills, analytical and problem-solving skills, ability to evaluate evidence


• Experience with escalations management, quality monitoring, queue management, real time monitoring or workforce management is an advantage


• Amenable to work on a dayshift schedule (5:00 AM to 2:00 PM), 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.

We promote careers in flexible working models and enable career-life integration for different capacity levels. We thus welcome applications in full-time and part-time.