Consumer engagement spe CialistThe Hershey Company

Location: Metro Manila, Makati, Philippines
Summary:
The Consumer Engagement Specialist will be the voice of The Hershey Company to consumers in various digital communication formats. The Consumer Engagement Specialist will execute against the many Hershey brand's day-to-day "tone of voice" in response to consumer comments/inquiries received via online product reviews, emails, text messages, and letters. This position is responsible for responding to online product reviews made by US consumers on retail customer pages (Amazon.com, Walmart.com, Target.com) as well as our own brand websites. The Consumer Engagement Specialist helps drive consumer loyalty through direct engagement, and their replies to online reviews also signal to future purchasers of our products that, should they have an issue with our products, we will be there to support them.
Major Duties/Responsibilities:
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 as well as answer their inquiries. Responsible for writing and responding to consumers via online product reviews and other digital communication channels (e.g. email, text, letters, etc)
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).
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
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
Minimum Education and Experience Requirements:
Education: Bachelor's degree required
Experience:
1-2 years experience in a Customer Service Representative (non- voice) role.
MUST have strong Written and Verbal English Communication skills since the role would be managing foreign internal customers and stakeholders.
Strong preference given to candidates with experience in managing a ticketing system
Must have strong critical thinking and problem-solving capability
Must be tech savvy - intuitively inclined to explore systems and programs.
#LI-AG1
The Hershey Company is an Equal Opportunity Employer. The policy of The Hershey Company is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.
The Hershey Company is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans
If you require a reasonable accommodation as part of the application process, please contact the HR Service Center ([Protected Info]).
The Hershey Company

Makati City, Metro Manila
Permanent
Full-time