PHL, Makati, Integrated Business Solutions

Consumer Service Senior Specialist


At Henkel, you can make a difference and craft your career. That’s why you own your projects and take full responsibility from an early stage. Our unique brands in markets around the world open up countless opportunities to follow your convictions and explore new paths. If you have an entrepreneurial mindset that allows you to always think out of the box - take the chance and shape the digital future together with us.

At Henkel, we promote a holistic Diversity & Inclusion approach. The diversity of our employees, their backgrounds, experiences, talents, knowledge, creativity, and the appreciation of all their individual differences are the foundation for our competitive advantage.

As a multinational corporation, Henkel employs people from 120 nations in almost 80 countries. About 85 percent of our employees work outside of Germany, with more than half of them in emerging markets.


  • Respond to inbound consumer communications on Henkel North America - Beauty Care & Laundry and Home Care products via phone calls, email and social media
  • Handle compliments, inquiries and complaints, product usage and ingredients, packaging, environmental and regulatory issues, animal testing, commercials, advertising and promotions, community relations, donation requests, etc.
  • Drive good consumer experience, upsell and retain replacement products for those items that were discontinued
  • Handle escalations, claims processing and other related duties that may be assigned by superior such as quality and queue management


  • Graduate of Bachelor's degree in Business Administration/Management, Communications, or equivalent courses
  • Minimum of three (3) years' relevant experience in customer service in shared services, BPO, or call center industry
  • Preferably with experience in escalations management, quality monitoring, queue management, real time monitoring or workforce management is an advantage
  • Excellent verbal and written communication skill is required
  • Must be a team player, with superior customer service, analytical and problem-solving skills
  • With experience and willingness to work both in a night shift schedule, following PH and US holidays 
JOB ID: req13013
Contract & Job type: Full Time, Regular
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