Job Location

MANILA NET PARK OFFICE

Job Description

Consumer Relations Advisor plays a pivotal role in delivering exceptional consumer service through various communication channels, including phone, email, and chat. This role involves addressing consumer inquiries, providing information about products and services, and resolving basic issues efficiently and effectively. The Advisor will follow established protocols and scripts, ensuring a consistent and positive consumer experience. This position requires strong communication skills, a consumer-centric attitude, and the ability to work collaboratively within a team. The ideal candidate will be passionate about the consumer goods industry and have relevant experience, along with strong communication skills, a consumer-centric mindset, and the ability to thrive in a fast-paced environment.

Consumer Support:

Serve as an expert on specific product segments, providing in-depth knowledge about features, benefits, and limitations.
Address and respond promptly to consumer questions and complaints related to these products, guiding clients through troubleshooting processes and assisting with warranty claims or returns.
Assess and analyze individual consumer needs and preferences to provide personalized recommendations on products that best suit their needs. This includes suggesting complementary products or accessories that enhance performance and overall satisfaction.
Create and maintain accurate records of consumer interactions and resolutions.
Make recommendations on messaging strategies, processes, and system updates to enhance the consumer experience. This includes suggesting changes to communication message tracks, streamlining complaint resolution processes, and advocating system enhancements that align with consumer needs and expectations.
Investigate and resolve Tier 1 escalations, which may involve new questions or concerns about products or store policies. This includes gathering relevant information, collaborating with product or internal teams, and ensuring timely and accurate responses to consumer inquiries.
Identify recurring themes or trends related to products or services and communicate to Service Delivery teams for review and action.

Consumer Engagement:

Foster strong relationships with consumers by providing personalized support and product recommendations.

Knowledge Management:

Make and implement recommendations to a knowledge base to help drive fast, accurate resolution for consumers.

Team Collaboration:

Collaborate with team members to share best practices and improve overall team performance.
Participate in team meetings and training sessions to continuously develop skills and knowledge.
Support a positive team environment that encourages feedback, innovation, and collaboration.

Recommendations for Improvement:

Collaborate with team members to identify opportunities for process improvements.
Provide actionable recommendations based on data analysis and observed trends to enhance operational efficiency.

Documentation:

Document work processes, procedures, and best practices to ensure consistency and adherence to standards.
Maintain up-to-date documentation for training and reference purposes.

Collaboration:

Work closely with contact center managers, senior managers, directors and senior advisors to ensure alignment on operational goals and objectives.
Participate in team meetings and contribute ideas for enhancing team performance.

Job Qualifications

Language Proficiency:

Stronger preference will be given for candidates with dual fluency in English and one of the following languages: Thai, Vietnamese, or Bahasa Indonesia.
Candidates with proficiency in English and one of the following languages will also be considered: Tagalog or Bahasa Melayu.

Skills & Experience

Communication: Actively listens to consumers and probes for diverse perspectives to achieve optimal outcomes while clearly expressing thoughts with empathy to inspire understanding and confidence.
Problem Solving: Analyzes barriers to progress to identify root causes, applies sound judgment in consumer interactions, and generates effective solutions beyond standard procedures.
Execution: Strives for excellence in core tasks through process ownership and continuous improvement, focusing on simplification in workflows.
Process & Operations Performance: Develops capabilities to effectively manage operations performance, emphasizing user experience, knowledge management, key performance indicators, and data analytics.
Consumer Conversations: Designs strategies and processes for consumer interactions that enhance the purchasing journey, ensuring engaging experiences that address consumer questions and influence decisions.
Stewardship: Implements consumer handling systems that ensure superior experiences while adhering to quality, regulatory, and legislative standards to protect consumers and brands.
Learning & Experiment Design: Utilizes Research Thinking to define consumer issues, apply test & learn, and synthesize findings, guiding actionable insights.
Brand Equity: Recognizes how strategic choices shape brand equity, influencing consumer perceptions and solidifying brand identity in the marketplace.

About us

We produce globally recognized brands and we grow the best business leaders in the industry. With a portfolio of trusted brands as diverse as ours, it is paramount our leaders are able to lead with courage the vast array of brands, categories and functions. We serve consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®, Ariel®, Gillette®, Head & Shoulders®, Herbal Essences®, Oral-B®, Pampers®, Pantene®, Tampax® and more. Our community includes operations in approximately 70 countries worldwide.

Visit http://www.pg.com to know more.

We are an equal opportunity employer and value diversity at our company. We do not discriminate against individuals on the basis of race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, HIV/AIDS status, or any other legally protected factor.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Job Schedule

Full time

Job Number

R000140835

Job Segmentation

Experienced Professionals

Bilingual Consumer Relations Advisor