Work Set Up: Remote but must be willing to go onsite when needed

Location: Makati, Metro Manila

 

Role Summary:

 

The Consumer Engagement Specialist will be the voice of The Hershey Company to consumers in various digital communication formats.

 

He/She will execute against the many Hershey brand’s day-to-day “tone of voice” in response to consumer comments/inquiries received via emails. He/She helps drive consumer loyalty through direct engagement, and their replies to emails also signal to future purchasers of our products that, should they have an issue with our products, we will support them

 

 

 

Major Duties and Responsibilities:

 

Written Consumer Engagement

Written Consumer Engagement Help build consumer loyalty by fostering an effective and authentic relationship with consumers. By following SLAs and our pre-defined best practices for consumer engagement, promptly respond to consumers to address their product/company concerns and answer their inquiries. Responsible for writing and responding to consumers via email.

 

 

Consumer Relations Operations Support

Assist the Global Consumer Relations Team with ad-hoc assignments to support other traditional consumer engagement operational requirements (e.g. data quality reviews, reporting, etc)

 

Countries Supported: North America

 

Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities: 

 

The preferred, successful candidate will have:

BA/BS in Communications, PR, English, Marketing or other related field

Excellent writing, editing, and communication skills is absolute must

Experience engaging with consumers in a customer service function

Ability to adapt and differentiate between various brand voices/tones/personalities

Independent self-starter

Ability to prioritize work

Detail-oriented

Great team player and communicator

Must enjoy working in dynamic and fast paced environment

Strong interest in the consumer experience and desire to champion our consumers

 

 

Education/Experience:

 

Education: Bachelors degree required

Experience: Preferred: 2 - 4 year’s professional experience in a customer service role answering customer inquiries, feedback, complaints, issues, and the like through various online platforms.