Bilingual Consumer Relations Advisor at Procter & Gamble Company

Manila, National Capital Region, Philippines

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Consumer GoodsIndustries

Requirements

Dual fluency in English and one of the following languages: Thai, Vietnamese, or Bahasa Indonesia (stronger preference); or proficiency in English and one of the following: Tagalog or Bahasa Melayu
Strong communication skills, including active listening, probing for diverse perspectives, clear expression of thoughts with empathy
Consumer-centric attitude and mindset
Passion for the consumer goods industry
Relevant experience in consumer service or relations
Ability to thrive in a fast-paced environment
Ability to work collaboratively within a team

Responsibilities

Deliver exceptional consumer service through phone, email, and chat, addressing inquiries, providing product/service information, and resolving basic issues using protocols and scripts
Serve as an expert on specific product segments, providing in-depth knowledge of features, benefits, and limitations
Respond promptly to consumer questions and complaints, guide through troubleshooting, and assist with warranty claims or returns
Assess consumer needs and preferences to provide personalized product recommendations, including complementary products or accessories
Create and maintain accurate records of consumer interactions and resolutions
Make recommendations on messaging strategies, processes, and system updates to enhance consumer experience
Investigate and resolve Tier 1 escalations, collaborating with teams as needed
Identify recurring themes or trends in products/services and communicate to Service Delivery teams
Foster strong relationships with consumers through personalized support and recommendations
Make and implement recommendations to the knowledge base for faster, accurate resolutions
Collaborate with team members to share best practices, improve performance, and support a positive team environment
Participate in team meetings and training sessions to develop skills
Identify opportunities for process improvements and provide actionable recommendations based on data analysis and trends
Document work processes, procedures, and best practices for consistency, training, and reference
Work closely with contact center managers, senior managers, directors, and senior advisors to align on operational goals and contribute ideas for enhancing performance