Consumer Care Specialist

Nestlé; Lahore; On-site; PKR 1,000,000 - 1,300,000; Full time

Job summary

Nestlé Pakistan in Lahore is seeking a Consumer Care professional to manage nationwide consumer contacts, ensuring timely, accurate and high-quality responses in line with guidelines while maintaining customer data integrity.

You will handle queries, complaints and product replacement requests with focus on satisfaction, monitor performance, train third-party teams, and collaborate with Brand, Legal and Regulatory teams to uphold ethical practices.

Qualifications

• Bachelor's or Master's degree in Communications or a related field.
• Minimum 3 years’ experience in Consumer Care or customer service.
• Strong communication and problem-solving skills, English proficiency.

Responsibilities

• Handle consumer queries, complaints, and product replacement requests.
• Ensure timely resolution in line with SOPs and service standards.
• Monitor care performance and provide insights to stakeholders.
• Maintain accurate consumer information and CMS usage.
• Train and supervise third-party frontline teams.
• Ensure compliance with Nestlé policies and local codes.
• Collaborate with Brand, Legal, Regulatory and Corporate Affairs teams.

Skills

Communication skills

Customer service

Problem solving

English proficiency

Education

Bachelor's or Master's in Communications or related field

Tools

CMS usage

Data management

Job description

Job Description:

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:

• Bachelors or Master’s degree in Communications or relevant field.
• Minimum 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 under pressure and make timely decisions.
• Proficiency in English with a clear and confident telephone manner.

Requirements: