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 emphasizes adherence to Consumer Contact Guidelines while maintaining precise consumer data and driving ongoing improvements in service delivery.

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 relevant internal stakeholders.
- 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 full compliance with company policies, including Nestlé’s guidelines, WHO/local codes, and 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 and listening skills, coupled with excellent relationship management and problem-solving abilities.
- Ability to manage multiple priorities efficiently, work well under pressure, and make timely decisions.
- Proficiency in English, with a clear and confident telephone manner.

This role offers the opportunity to work in a dynamic environment where consumer satisfaction and continuous improvement are prioritized. Candidates with a passion for delivering exceptional service and driving operational excellence will find this position rewarding.