PHL, Makati, Global Business Solutions+

Consumer Service Team Lead

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?


  • Supervise, guide, and develop employees in one's area of responsibility
  • Act as Point Person/ Subject Matter Expert in assisting escalation calls, special cases, and ad hoc requests from stakeholders; Resolving issues/inquiries from consumers
  • Hire, train, and prepare representatives to respond to customer questions and complaints and troubleshoot problems with services or products
  • Generate, prepare, analyze, and present performance reports to team and management in providing sound and timely decisions
  • Create solutions, design mitigation plans, identify potential risk, implement quality assurance procedures and service recovery efforts to manage customer expectations
  • Conduct root cause analysis and implement continuous improvement initiatives and handle other related duties that may be assigned by superior
  • Perform Workforce Management and Queue Monitoring 


  • Graduate of Bachelor's Degree in any field
  • With a minimum of five (5) years’ experience in Customer Service or Consumer Service (both voice and non-voice account) from a Shared Service Center/ BPO Industry; With at least two (2) years’ experience in direct People Management
  • Intermediate to advanced Microsoft Excel proficiency is required (including creation of reports and analysis of data); VBA and Macros is highly preferred
  • Knowledge in the latest data analytics and reporting software is an advantage (e.g. Power BI, MS Access, Tableau)
  • Must have excellent verbal and written English communication skills, ability to present to high level management and business partners, and good stakeholder management skills
  • With the ability to demonstrate leadership, do multi-tasking, and meet critical deadlines
  • 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: 22042200
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