pg.com
ConsumerRelationsAdvisor(CustomerService)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Consumer Relations Advisor (Customer Service) at pg.com. Skills: Consumer Relations, Customer Service, Communication. Deliver exceptional consumer service. Address consumer inquiries”
What You'll Achieve.
Deliver exceptional consumer service; Ensure a consistent and positive consumer experience; Enhance the consumer experience; Ensure timely and accurate responses to consumer inquiries; Drive fast, accurate resolution for consumers; Improve overall team performance; Enhance operational efficiency; Ensure consistency and adherence to standards; Ensure alignment on operational goals and objectives; Enhancing team performance
Industry & Context.
Resolve basic issues efficiently and effectively; Guiding clients through troubleshooting processes; Investigate and resolve Tier 1 escalations; Problem Solving; Analyzes barriers to progress; Identify root causes; Generates effective solutions beyond standard procedures
Must be willing to work onsite, Monday to Friday and on APAC shift
What They're Looking For.
Must Have
Communication skills, Consumer-centric attitude, Ability to work collaboratively within a team, Communication skills, Consumer-centric mindset, Ability to thrive in a fast-paced environment, Actively listens to consumers, Probes for diverse perspectives, Clearly expressing thoughts with empathy, Applies sound judgment in consumer interactions, Generates effective solutions beyond standard procedures, Process ownership, Continuous improvement, Simplification in workflows, Manage operations performance, User experience, Knowledge management, Key performance indicators, Data analytics, Designs strategies and processes for consumer interactions, Engaging experiences, Address consumer questions, Influence decisions, Implements consumer handling systems, Adhering to quality, regulatory, and legislative standards, Protect consumers and brands, Utilizes Research Thinking, Define consumer issues, Apply test & learn, Synthesize findings, Guiding actionable insights, Recognizes how strategic choices shape brand equity, Influencing consumer perceptions, Solidifying brand identity
Nice to Have
Passionate about the consumer goods industry, Relevant experience
What You'll Do.
Deliver exceptional consumer service
Address consumer inquiries
Provide information about products
Resolve basic issues efficiently
Follow established protocols and scripts
Serve as an expert on specific product segments
Provide in-depth knowledge
Respond promptly to consumer questions
Respond promptly to consumer complaints
Guide clients through troubleshooting
Assist with warranty claims
Assess and analyze individual consumer needs
Assess and analyze individual consumer preferences
Provide personalized recommendations
Suggest complementary products
Suggest complementary accessories
Create and maintain accurate records
Make recommendations on messaging strategies
Make recommendations on processes
Make recommendations on system updates
Suggest changes to communication message tracks
Streamline complaint resolution processes
Advocate system enhancements
Investigate and resolve Tier 1 escalations
Gather relevant information
Collaborate with product teams
Collaborate with internal teams
Ensure timely responses
Ensure accurate responses
Identify recurring themes
Identify recurring trends
Communicate themes to Service Delivery teams
Communicate trends to Service Delivery teams
Foster relationships with consumers
Provide personalized support
Implement recommendations to a knowledge base
Drive fast resolution
Drive accurate resolution
Improve overall team performance
Participate in team meetings
Participate in training sessions
Support a positive team environment
Encourage collaboration
Identify opportunities for process improvements
Provide actionable recommendations
Enhance operational efficiency
Document work processes
Document best practices
Ensure adherence to standards
Maintain up-to-date documentation
Work closely with contact center managers
Work closely with senior managers
Work closely with directors
Work closely with senior advisors
Ensure alignment on operational goals
Ensure alignment on operational objectives
Contribute ideas for enhancing team performance
How You'll Work.
Team & Collaboration
Work collaboratively within a team; Collaborate with team members to share best practices; Collaborate with team members to improve team performance; Collaborate with team members to identify opportunities for process improvements; Collaborate with product or internal teams; Work closely with contact center managers; Work closely with senior managers; Work closely with directors; Work closely with senior advisors
Communication Scope
Communication skills; Actively listens to consumers; Probes for diverse perspectives; Clearly expressing thoughts with empathy; Consumer Conversations
Full Job Description
**Job Location** MANILA NET PARK OFFICE **Job Description** Consumer Relations Advisor plays a pivotal role in delivering exceptional consumer service through various communication channels, including phone, email, and chat. This role involves addressing consumer inquiries, providing information about products and services, and resolving basic issues efficiently and effectively. The Advisor will follow established protocols and scripts, ensuring a consistent and positive consumer experience. This position requires strong communication skills, a consumer-centric attitude, and the ability to work collaboratively within a team. The ideal candidate will be passionate about the consumer goods industry and have relevant experience, along with strong communication skills, a consumer-centric mindset, and the ability to thrive in a fast-paced environment. _Consumer Support:_ * Serve as an expert on specific product segments, providing in-depth knowledge about features, benefits, and limitations. * Address and respond promptly to consumer questions and complaints related to these products, guiding clients through troubleshooting processes and assisting with warranty claims or returns. * Assess and analyze individual consumer needs and preferences to provide personalized recommendations on products that best suit their needs. This includes suggesting complementary products or accessories that enhance performance and overall satisfaction. * Create and maintain accurate records of consumer interactions and resolutions. * Make recommendations on messaging strategies, processes, and system updates to enhance the consumer experience. This includes suggesting changes to communication message tracks, streamlining complaint resolution processes, and advocating system enhancements that align with consumer needs and expectations. * Investigate and resolve Tier 1 escalations, which may involve new questions or concerns about products or store policies. This includes gathering relevant in
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