Customer Service Agent

• 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

• Bachelor's degree or equivalent related fields.
• Minimum 2-5 years of experience in Customer Service / Supply Chain or Sale.
• Soft skill: Communication for impact, accountability, collaboration, process optimization, and resilience.
• Hard skills: planning and organizing, customer focus, analyzing alternative and recommend solutions, customer system orientation
• Good command of English both written and spoken skills.
• SAP Knowledge is required.

• 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

Henkel