Consumer Care Specialist

Location: Lahore, Head office

Job Type: Full Time, Onsite

Job Purpose
Manage nationwide consumer contacts by ensuring timely, accurate and high-quality responses in line with Consumer Contact Guidelines, while maintaining accurate consumer data and driving continuous improvement.

Key Responsibilities

• Manage consumer queries, complaints and product replacement requests with a strong focus on consumer satisfaction.
• Ensure timely resolution of consumer contacts in line with SOPs and service standards.
• Monitor consumer care performance and provide actionable insights to internal stakeholders.
• Maintain accurate consumer information and support effective CMS utilization.
• Manage third-party frontline teams through training, calibration and performance feedback.
• Ensure compliance with Nestlé policies, WHO/local codes and ethical business practices.
• Collaborate with Brand, Business, Legal, Regulatory and Corporate Affairs teams to address consumer needs 

Experience & Qualifications

• Bachelor's or Master’s degree in Communications or relevant field.
• Experience: 3–5 years in consumer care, complaint management or customer experience; experience supervising a call center or vendor team is preferred.
• Mature and composed: Able to handle sensitive, escalated, and occasional irate consumer cases calmly, with sound judgment.
• Compliance-minded: Strong process discipline and attention to detail; follows protocols consistently, without shortcuts.
• High integrity and ownership: Takes full accountability for cases, communicates factually, and raises issues or asks for support early.
• Confident communicator: Clear, concise and structured with senior stakeholders and cross-functional teams; strong English and Urdu.
• Analytically capable: Strong Excel and PowerPoint skills, comfortable turning data into clear insights.