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.
Senior Consumer Service Specialist
Apply for this role
Senior Consumer Service Specialist
Apply for this role
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.
JOB ID: 25079878
Job Locations: Philippines, National Capital Region, Makati
Contact information for application-related questions: recruitmentph@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.
About 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.