Senior Consumer Service Specialist

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

JOB ID:26101064

Job Locations:Philippines, National Capital Region, Makati

Contact information for application-related questions:••••@henkel.com

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.

Application Deadline:As long as the vacancy is listed on our Career Site, we are happy to receive your application