Job Location

San José

Job Description

Procter & Gamble is looking to develop the next generation of leaders in the world of technology. We are looking for recent graduates who are eager to help transform the way we do business through technology and innovation. If you are passionate about data and technology and wish to learn and grow continuously, a career at P&G is the right fit for you.

From Day 1, you’ll be trusted to dive right in, take the lead, use your initiative, and build billion-dollar brands that help make everyday activities easier and make the world a better place. You’ll be doing meaningful work that takes your career places you never imagined. And you’ll do this in creative workspaces where new ideas flourish and where your technical mastery is recognized and rewarded.

THE OPPORTUNITY:

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 thrive in a fast-paced environment, demonstrate problem-solving capabilities, and be eager to learn and grow within the organization.

GENERAL RESPONSIBILITIES INCLUDE:

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 for 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 information, collaborating with product or Direct to Consumer teams, and ensuring timely and accurate responses to consumer inquiries.

Identify recurring themes or trends related to products or services and communicate to Service Delivery teams for review and action.

Consumer Engagement:

Foster strong relationships with consumers by providing personalized support and product recommendations.

Engage with consumers on social media and review platforms to enhance brand presence and reputation.

Participate in initiatives to drive consumer loyalty and retention through effective communication and support.

Knowledge Management:

Make and implement recommendations to knowledge base to help drive fast, accurate resolution for consumers.  

Train and support fellow team members on product knowledge and consumer service best practices.

Team Collaboration:

Collaborate with team members to share best practices and improve overall team performance.

Participate in team meetings and training sessions to continuously develop skills and knowledge.

Support a positive team environment that encourages feedback, innovation, and collaboration.

Job Qualifications

Advanced English communication skills (writing and verbal)

Proficient in MS Office

Detail oriented

Experience in customer service, call center or service center will be highly desire

Good problem solving skills

 What we offer:

Providing a comprehensive onboarding so that you get to know the company, your role, expectations, perks and peers

Continuously providing formal and informal training opportunities, coaching & mentorship from your direct manager and others

Providing honest and constructive feedback on your performance highlighting opportunities for improvement

We offer you to work and be part of a dynamic and supportive environment

We promote agility and work/life balance for employees.

We will let you experience true support for work/life effectiveness and your long-term well-being.

We will give you a competitive salary and benefits' package

Giving you the chance to take part in any of our diversity networks, which include specific networks for women, LGBTQ, Francophones, among many others

 

The Value of a P&G Career:

We produce globally recognized brands, and we grow the best business leaders in the industry. With a portfolio of trusted brands as diverse as ours, it is paramount our leaders are able to lead with courage the vast array of brands, categories and functions. We serve consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®, Ariel®, Gillette®, Head & Shoulders®, Herbal Essences®, Oral-B®, Pampers®, Pantene®, Tampax® and more. Our community includes operations in approximately 70 countries worldwide.

Visit http://www.pg.com to know more.

Our consumers are diverse and our talents - internally - mirror this diversity to best serve it. That is why we’re committed to building a winning culture based on Inclusion and our ideal candidate is passionate about the same principle: you will join our daily effort of being “in touch” so we craft brands and products to improve the lives of the world’s consumers now and in the future. We want you to inspire us with your unrivaled ideas.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability status, age, sexual orientation, gender identity and expression, marital status, citizenship, HIV/AIDS status or any other legally protected factor.

Immigration sponsorship is not available for this role. As a general matter, Procter & Gamble does not sponsor candidates for nonimmigrant visas or permanent residency. However, Procter & Gamble may make exceptions on a discretionary basis. Any exceptions would be based on the Company's specific business needs at the time and place of recruitment as well as the particular qualifications of the individual.

Procter & Gamble participates in e-verify as required by law.

Qualified individuals will not be disadvantaged based on being unemployed.

Job Schedule

Full time

Job Number

R000121572

Job Segmentation

Recent Grads/Entry Level (Job Segmentation)