Consumer Care Specialist

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 while driving continuous improvements in service delivery. The successful candidate will play a key role in enhancing consumer satisfaction by adhering to established guidelines and collaborating with various internal teams.

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 support decision-making and improvement initiatives.
- Maintain accurate consumer information and support effective utilization of the Consumer Management System (CMS).
- Oversee third-party frontline teams by providing training, calibration, and performance feedback to ensure consistent service quality.
- 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 consumer needs comprehensively.

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

This position offers an opportunity to contribute to a dynamic consumer care environment, ensuring high standards of service and compliance while working collaboratively across departments.