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

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Detail-oriented with strong organizational skills.

Prior experience in customer service, call centers, or service centers is highly desirable.

Strong problem-solving skills.

For the English-Only Role:

Advanced proficiency in English (spoken and written).

For the French and English Role:

Proficiency in both French and English (spoken and written).

Important Notes for Candidates:

Please note that the communication process for this job posting may take longer than usual, as it is connected to multiple positions and involves pipeline building for both roles.

Before submitting your application, we strongly encourage you to review the following material: Hiring Process and Assessment Information. Familiarizing yourself with this content will help you be better prepared for the online assessments and enhance your chances of success.

Just so you now:

We are an equal opportunity employer. We don’t discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. Our people are all equally hardworking in extraordinary ways: we come from diverse traditions, personal experiences and points of view. And we want to include yours. Are you ready to encourage us with your ideas?

 

What we offer!

We'll give you responsibilities as of Day 1 – you will feel the ownership of your project from the beginning.

You'll have continuous mentorship – you will work with passionate people and receive both formal training as well as day-to-day mentoring from your manager

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

We promote agility and work/life balance for employees.

We love flexibility. You can arrange your work schedule based on your personal needs.

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.

At P&G, leadership is not just a title; it's a mindset and a way of life. We understand that great leaders are not born overnight but are developed through experience, mentorship, and a passion for growth. That's why we have created a vibrant and inclusive environment that fosters leadership skills and encourages personal and professional development.

About Us!

P&G serves consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®,Ambi Pur®, Ariel®, Bounty®, Charmin®, Crest®, Dawn®, Downy®, Fairy®, Febreze®, Gain®, Gillette®, Head & Shoulders®, Lenor®, Olay®, Oral-B®, Pampers®, Pantene®, SK-II®, Tide®, Vicks®, and Whisper®. The P&G community includes operations in approximately 70 countries worldwide. Please visit www.pg.com for the latest news and information about us and our brands.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status,or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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Job Schedule

Full time

Job Number

R000132513

Job Segmentation

Recent Grads/Entry Level (Job Segmentation)