Senior Consumer Service Specialist

About this Position As a Senior Consumer Service Specialist at Henkel Consumer Brands, your primary goal will be to enhance the consumer experience by effectively addressing inquiries, compliments, and complaints related to our Beauty Care and Laundry & Home Care products. You’ll be part of a dedicated team focused on driving consumer engagement and satisfaction. Collaborating closely with your team members and reporting to the Consumer Service Manager, you will navigate a dynamic environment where effective communication and problem-solving are key. This position presents unique opportunities to manage sensitive issues, process claims, and provide insights that can lead to improvements in our services. Join us in making a meaningful impact on the lives of our consumers while being empowered to drive positive change within our organization.

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.
• Drives good consumer experience, upselling replacement products (for those items that were discontinued), and retention
• Process claims and handle escalations
• 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 three (3) years relevant experience in a customer service obtained in a shared services, BPO, or call center industry
• Knowledge in Microsoft Office (Word, PowerPoint, and Excel); SharePoint background is an advantage
• Skills in Superior customer service, analytical and problem solving, ability to evaluate evidence; Must be a Team player
• Experience with escalations management, quality monitoring, queue management, real time monitoring or workforce management is an advantage
• Amenable to work on a night shift schedule (9:00 PM to 6:00 AM during DST and 10:00 PM to 7:00 AM during 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
• Globally 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.