Senior Consumer Service Specialist

At Henkel, you can be a game changer and craft your career. Unleash your entrepreneurial spirit by bringing your ideas to life within a global team. Our leading brands and technologies, along with our high-performing businesses will provide you with countless opportunities to develop your skills and explore new paths. Your career at Henkel will contribute to a more sustainable future, while you grow within our vibrant, diverse culture of trust and belonging. If you're up for challenging the status quo, join our team of pioneers and make your mark on the future with us.

Do you dare to make an impact?

YOUR ROLE

Respond to inbound consumer communications on Henkel Consumer Brands (Beauty Care & Laundry and Home Care products) Handle communication via phone calls, email, and social mediaHandle compliments, inquiries and complaints, product usage and ingredients, packaging, environmental and regulatory issues, animal testing, commercials, advertising and promotions, community relations, donation requests, etcDrive good consumer experience, upselling replacement products (for those items that were discontinued), and retentionEscalations handling and claims processingHandle other related duties that may be assigned by superior (such as quality, queue management)

YOUR SKILLS

Graduate of Bachelor's degree in Business Administration/Management, Communications, or equivalent courses Knowledge in Microsoft Office (Word, PowerPoint, and Excel); SharePoint background is an advantage With a minimum of three (3) years relevant experience in a customer service (phone calls and e-mails); Preferably obtained from a shared service, BPO, or call center industryExperience with escalations management, quality monitoring, queue management, real time monitoring or workforce management is an advantageMust be a team player, have superior customer service skills, analytical and problem-solving skills, with the ability to evaluate evidenceAmenable to work on a night shift schedule 9PM to 6AM

Henkel is an equal opportunity employer. We evaluate qualified applicants without regard to gender, origin, culture, mindset, generation, disability, religion and sexual orientation.

JOB ID: 22039354

Henkel operates globally with a well-balanced and diversified portfolio. The company holds leading positions with its three business units in both industrial and consumer businesses thanks to strong brands, innovations and technologies. Henkel Adhesive Technologies is the global leader in the adhesives market – across all industry segments worldwide. In its Laundry & Home Care and Beauty Care businesses, Henkel holds leading positions in many markets and categories around the world. Founded in 1876, Henkel looks back on more than 140 years of success. Henkel employs more than 53,000 people globally – a passionate and highly diverse team, united by a strong company culture, a common purpose to create sustainable value, and shared values.  Shared Services Manila is the pioneer center for Henkel Shared Services and employs more than 800 employees supporting all of Henkel’s functions and three Business Units (Adhesive, Beauty Care, Laundry & Home Care) globally.