Senior Consumer Service Specialist— Philippines, Makati, Global Business Solutions+

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. What you'll do 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 night shit schedule (9:00 PM to 6:00 AM (DST); 10:00 PM to 7:00 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. JOB ID: 26102744 Job Locations: Philippines, National Capital Region, Makati Contact information for application-related questions: talent.seaanz@henkel.com Please do not use this email address for sending your application or CV. To apply, please click on the "Apply for this role" button below. Applications sent via e-mail will not be accepted. Application Deadline: As long as the vacancy is listed on our Career Site, we are happy to receive your application Job-Center: If you have an application already, you can create or log in to your account here to check the status of your application. In case of new account creation, please use your email address that you applied with. Activate external content When clicking the button below external content will be loaded which involves transfer of personal data (e.g. IP address) to external servers. This may involve that cookies are set by the external content provider. Please see Data Protection Statement for further information. Accept for all YouTube content Deactivate loading external content from YouTube. Deactivate loading external content from YouTube. How is work at Henkel About Henkel Building on a strong legacy of almost 150 years, we are leading the way to reimagine and improve life every day. Today and for generations to come. Through our innovative and sustainable brands and technologies, across our teams around the world. Henkel holds leading positions in both industrial and consumer businesses: Our portfolio includes well-known hair care products, laundry detergents, fabric softeners as well as adhesives, sealants, and functional coatings. Activate external content When clicking the button below external content will be loaded which involves transfer of personal data (e.g. IP address) to external servers. This may involve that cookies are set by the external content provider. Please see Data Protection Statement for further information. Accept for all YouTube content Deactivate loading external content from YouTube. Deactivate loading external content from YouTube. This is Henkel FAQ I am interested in several jobs. Can I apply for multiple positions at the same time? Yes – simply fill out your profile in our online application system. Once your online profile is complete, you can apply for multiple positions. The job offer is written in English – should I write my application in English as well? Yes, please. As Henkel is an international company you will be working with colleagues from all over the world and English is our official company language. Generally, the ‘rule’ is: please write the application in the same language as the job ad. Do I get feedback during the application process about the state of my application? Each position that we have open with Henkel is unique, and finding the right candidate is important for both the hired candidate as well as for Henkel. We want to make sure that both the candidate and the company are a good fit for each other. We will provide feedback to the candidates throughout the entire process. Can employees move between business areas and/or to a different country? Yes, in fact it is an expectation within Henkel that our talent is flexible and mobile. This helps to support the company on a broad, global level. Our “Triple Two” philosophy promotes this expectation, by allowing you to work in at least two different roles, in two different business areas and two different countries. The reason behind this philosophy is that we believe working in different roles, business units and functions is good for your personal development and improves your understanding of Henkel as a global company. Here you will get further information on our training programs. Whom do I contact if I have questions concerning my application? Our recruiting team will help you with all requests regarding your application. Contact the team here. see all FAQ Explore more jobs Market Strategy Manager - Footwear, Apparel, Accessories Indonesia, South Tangerang, Vietnam, Ho Chi Minh City, Adhesive Technologies, Marketing Explore Assistant Trade Marketing Manager - Color China, Shanghai, Consumer Brands, Marketing Explore Regional Senior Brand Manager China, Shanghai, Consumer Brands, Marketing Explore Brand Delivery Executive China, Shanghai, Consumer Brands, Marketing Explore Brand Manager ‏ (B2C) Japan, Shinagawa, Consumer Brands, Marketing Explore Global Marketing Specialist _ FORM Japan, Shinagawa, Consumer Brands, Marketing Explore Assistant Trade Marketing Manager China, Shanghai, Consumer Brands, Marketing Explore Sales Planning Assistant Manager Japan, Shinagawa, Consumer Brands, Marketing Explore Senior Brand Manager Consumer Brands, Marketing Explore Find us on Social Media Get in Touch with us on our