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Customer Service Officer

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Job ID:
2607042287W
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Kenvue is currently recruiting for a:

Customer Service Officer

What we do

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent.

Who We Are

Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated.  We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours. For more information, click here.

Role reports to:

Warehousing & Transportation Manager

Location:

Asia Pacific, Philippines, Metro Manila, Taguig

Work Location:

Hybrid

What you will do

The Customer Service Officer is responsible for supervising daily customer service operations, coaching and training staff, and ensuring customer satisfaction by resolving complex issues. You will also monitor compliance, prepare reports and budget recommendations, and advise management on process improvements:

Key Responsibilities

  • Lead and inspire a dynamic customer service team to exceed performance targets through innovative coaching, motivational strategies, and overseeing daily operations to ensure high-quality service delivery and customer satisfaction.

  • Design and implement customer engagement protocols and training programs that enhance satisfaction, loyalty, team skills, and performance.

  • Analyze customer feedback, service metrics, and operational data to identify trends, develop proactive solutions, and recommend process improvements.

  • Champion the integration of advanced CRM tools and technologies to streamline service delivery and personalize customer interactions.

  • Foster a culture of continuous improvement by encouraging creative problem-solving, knowledge sharing, and compliance with company policies, procedures, and regulatory requirements.

  • Collaborate cross-functionally and with management to align customer service initiatives and strategies with broader organizational goals, business objectives, and market trends.

  • Design and execute customer satisfaction surveys and use insights to drive service enhancements.

  • Resolve escalated and complex customer issues promptly and effectively.

  • Contribute to the formulation of business objectives, policies, and procedures to improve customer service operations.

  • Set clear performance goals for staff, conduct evaluations, and participate in recruitment and hiring decisions.

What we are looking for

Required Qualifications

  • At least 3 years and above years of progressive experience in customer service or related supervisory roles.

  • Strong negotiation, communication, and interpersonal skills to effectively manage teams and customer interactions.

Desired Qualifications

  • Proven ability to leverage technology and data analytics to drive service innovation and operational efficiency.

  • Proficiency in Microsoft Office Suite including Word, Excel, and PowerPoint.

  • Demonstrated ability to analyze data and develop actionable strategies to improve business outcomes.

  • Exceptional interpersonal and communication skills, with a flair for inspiring and managing diverse teams.

  • Strong strategic thinking and decision-making aptitude, capable of navigating complex customer scenarios with creativity.

  • Proactive and results-driven mindset with the ability to work independently and lead teams without direct authority.

  • Entrepreneurial approach with a focus on achieving both short-term targets and long-term organizational goals.

  • Excellent presentation skills to communicate ideas and performance metrics clearly to stakeholders.

  • Strong organizational, planning, and technical skills to manage multiple priorities efficiently.

  • Exceptional written and verbal communication skills to facilitate clear and effective information exchange.

  • A passion for cultivating a customer-centric environment that embraces change and champions excellence.

If you are an individual with a disability, please check our Disability Assistance page for information on how to request an accommodation.