Consumer Care Specialist

Nestle Operational Services Worldwide SA

Lahore , Pakistan

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Posted 15 hours ago 4 views Report Job

Located at the head office in Lahore, this full-time, onsite position focuses on managing nationwide consumer contacts to ensure timely, accurate, and high-quality responses. The role involves maintaining precise consumer data and driving continuous improvements in consumer care processes, all while adhering to established guidelines and standards.

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 service standards.
- Monitor consumer care performance and provide actionable insights to internal stakeholders to enhance service quality.
- Maintain accurate consumer information and support the effective use of the Consumer Management System (CMS).
- Oversee third-party frontline teams by providing training, calibration, and performance feedback to ensure consistent service delivery.
- Ensure 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 address and resolve consumer needs effectively.

Required Qualifications
- Bachelor’s or Master’s degree in Communications or a related field.
- Minimum of 3 years’ experience in Consumer Care, Customer Service, or a similar role.
- Strong communication, listening, relationship management, and problem-solving skills.
- Ability to manage multiple priorities, work effectively under pressure, and make timely decisions.
- Proficiency in English with a clear and confident telephone manner.

This role offers the opportunity to contribute to a dynamic consumer care environment within a reputable organization, emphasizing continuous improvement and cross-functional collaboration.