PHL, Makati, Global Business Solutions+

Senior Consumer Service Specialist (North America)

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?


  • Respond to inbound consumer communications on Henkel Consumer Brands (Beauty Care & Laundry and Home Care products) 
  • Handle communication 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, 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)


  • Graduate of Bachelor's degree in Business Administration/Management, Communications, or equivalent courses
  • 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 industry
  • Knowledge in Microsoft Office (Word, PowerPoint, and Excel); SharePoint background is an advantage
  • Experience with escalations management, quality monitoring, queue management, real time monitoring or workforce management is an advantage
  • Must be a team player, have superior customer service skills, analytical and problem-solving skills, with the ability to evaluate evidence
  • Amenable to work on a full night shift schedule (DST, 9PM - 6AM PHT; non-DST 10PM - 7AM PHT)

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: 22042201
Contract & Job type: Full Time, Regular
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 Now" button below. Applications sent via e-mail will not be accepted.
Health Insurance
Health Insurance Life Insurance
Life Insurance Accident & Travel insurance
Accident & Travel insurance Retirement / Pension plans
Retirement / Pension plans Vacation / Paid time-off
Vacation / Paid time-off Paternity, Maternity and Emergency Leave
Paternity, Maternity and Emergency Leave Performance bonus / Incentives
Performance bonus / Incentives Smart work / Flexible working arrangement
Smart work / Flexible working arrangement Well-being programs