Deskripsi Pekerjaan
Are you a customer-focused professional looking to build a global career with a world-class organization? Procter & Gamble is seeking a dedicated Consumer Relations Advisor proficient in Vietnamese to join our dynamic team in Manila. In this role, you will be the voice of our iconic brands, ensuring every consumer touchpoint reflects P&Gās commitment to excellence and innovation.
You will play a pivotal role in managing consumer inquiries, resolving issues with empathy, and providing high-quality support across multiple communication channels including phone, email, and chat. If you thrive in a fast-paced environment, possess excellent communication skills in both Vietnamese and English, and are passionate about delivering an exceptional consumer experience, we want to hear from you.
Tanggung Jawab
- Serve as the primary point of contact for Vietnamese-speaking consumers, providing accurate information regarding P&G products.
- Resolve consumer concerns and inquiries through phone, email, and live chat channels with professionalism and efficiency.
- Document consumer feedback accurately in our CRM system to support continuous product improvement.
- Escalate complex issues to the appropriate internal departments while maintaining ownership of the consumer experience.
- Adhere to standard operating procedures and quality guidelines to ensure a high standard of service.
- Collaborate with cross-functional teams to identify recurring trends in consumer feedback.
- Meet and exceed individual and team KPIs related to service quality, resolution time, and consumer satisfaction.
Kualifikasi
- Fluency in Vietnamese and English (both written and verbal) is strictly required.
- Bachelor's degree in any field or equivalent work experience in a customer service environment.
- Strong problem-solving skills with the ability to navigate complex situations diplomatically.
- Proficiency in digital tools, CRM systems, and general office software (MS Office/Google Workspace).
- Excellent active listening skills and the ability to demonstrate empathy towards consumer needs.
- Ability to work effectively in a diverse, multinational team environment.
- Previous experience in a contact center or consumer relations role is highly advantageous.