Customer Service Agent

About this Position

Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement. Be the single point of contact for current and new Henkel customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs.

What you´ll do

• Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound).
• Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions
• Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT, including regular visits Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups.
• Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction.
• Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities Support the implementation of organizational changes, processes, projects, pilots and regional best practices.
• Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operation efficiencies&CX.
• Prioritize own workflow, ensure work is completed with productivity, quality & timeliness; use KPI's and reports to monitor own performance
• Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction

What makes you a good fit

• Bachelor's degree in business administration, Art, Sciences or related field.
• Min 3-5 years' experience in order management processing, sales coordinator, customer service, supply chain in MNC company.
• SAP / communication skills / customer service with order fulfillment experience
• Cloud based solutions (i.e. Service Cloud) / ERP systems (i.e. SAP) / IT applications knowledge would be an advantage.
• Good command both verbal and written in English.

Some perks of joining Henkel

• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Global wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• Medical Coverage for employees and eligible dependents
• Provident Fund
• Annual Physical Examination for employees
• Discounts on company products