Customer Service Officer

Customer Service Officer

Ce que nous faisons

Chez Kenvue, nous réalisons le pouvoir extraordinaire des soins quotidiens. S'appuyant sur plus d'un siècle d'héritage et enraciné dans la science, nous sommes la maison de marques emblématiques - dont NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON'S® et BAND-AID® que vous connaissez et aimez déjà. La science est notre passion ; Le soin est notre talent.

Qui nous sommes

Notre équipe mondiale est composée de ~ 22 000 personnes brillantes avec une culture d'entreprise où chaque voix compte et chaque contribution est appréciée. Nous sommes passionnés par les idées, l'innovation et l'engagement à fournir les meilleurs produits à nos clients. Avec de l'expertise et de l'empathie, être un Kenvuer signifie avoir le pouvoir d'avoir un impact sur des millions de personnes chaque jour. Nous donnons la priorité aux personnes, nous nous soucions farouchement, nous gagnons la confiance grâce à la science et nous résolvons les problèmes avec courage - et nous vous offrons de brillantes opportunités ! Joignez-vous à nous pour façonner notre avenir et le vôtre. Pour plus d'informations, cliquez sur ici.

Role relève à :

Warehousing & Transportation Manager

Lieu :

Asia Pacific, Philippines, Metro Manila, Taguig

Lieu de travail :

Hybride

Ce que tu vas faire

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.

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