Consumer Care Specialist

Located at the head office in Lahore, this full-time, onsite role focuses on managing nationwide consumer contacts to ensure timely, accurate, and high-quality responses. The position requires maintaining precise consumer data while driving continuous improvements in consumer care processes. The ideal candidate will play a pivotal role in upholding consumer satisfaction and supporting cross-functional collaboration to address consumer needs effectively.

Key Responsibilities

- Manage consumer queries, complaints, and product replacement requests with a strong emphasis on consumer satisfaction.
- Ensure timely resolution of consumer contacts in accordance with Standard Operating Procedures (SOPs) and established service standards.
- Monitor consumer care performance metrics and provide actionable insights to internal stakeholders to enhance service quality.
- Maintain accurate consumer information and support the effective utilization of the Consumer Management System (CMS).
- Oversee third-party frontline teams by conducting training sessions, calibration exercises, and delivering performance feedback.
- Ensure strict compliance with company policies, World Health Organization (WHO) and local codes, as well as ethical business practices.
- Collaborate closely with Brand, Business, Legal, Regulatory, and Corporate Affairs teams to comprehensively address consumer needs.

Required Qualifications

- Bachelor’s or Master’s degree in Communications or a related field.
- 3 to 5 years of experience in consumer care, complaint management, or customer experience, with preference for candidates who have supervised call centers or vendor teams.
- Mature and composed demeanor, capable of handling sensitive, escalated, and occasionally irate consumer cases calmly and with sound judgment.
- Strong compliance orientation, demonstrating process discipline and meticulous attention to detail, consistently following protocols without shortcuts.
- High level of integrity and ownership, taking full accountability for cases, communicating facts clearly, and proactively raising issues or seeking support when necessary.
- Confident and effective communicator, able to engage clearly, concisely, and in a structured manner with senior stakeholders and cross-functional teams; proficiency in English and Urdu is essential.
- Analytical skills with strong proficiency in Excel and PowerPoint, comfortable transforming data into clear, actionable insights.

This role offers the opportunity to work in a dynamic environment where consumer satisfaction and operational excellence are paramount. The successful candidate will contribute to continuous improvement initiatives and play a key role in maintaining the company’s reputation for ethical and high-quality consumer care.