Consumer Care Specialist

Nestlé S.A.; Lahore; On-site; PKR 900,000 - 1,800,000; Full time

Job summary

Nestlé S.A. in Lahore seeks a professional to manage nationwide consumer contacts, ensuring timely, accurate and high‑quality responses in line with Consumer Contact Guidelines while maintaining data quality and driving continuous improvement.

You will handle consumer queries, complaints and replacement requests with a strong focus on satisfaction, monitor performance, support CMS usage, and collaborate with Brand, Legal, Regulatory and Corporate Affairs to address consumer needs.

Qualifications

• Bachelor's or Master’s degree in Communications or relevant field.
• 3–5 years in consumer care, complaint management or customer experience; experience supervising a call center or vendor team is preferred.
• Able to handle sensitive, escalated, and occasional irate consumer cases calmly with sound judgment.
• Compliance-minded with strong process discipline and attention to detail; follows protocols consistently.
• High integrity and ownership; communicates factually and seeks support early.
• Confident communicator with senior stakeholders and cross-functional teams; strong English and Urdu.
• Analytically capable; strong Excel and PowerPoint skills, turning data into insights.

Responsibilities

• Manage consumer queries, complaints, and product replacement requests with a 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.

Skills

English

Urdu

Excel

PowerPoint

Stakeholder

Education

Bachelor's or Master's in Communications

Tools

Excel

PowerPoint

Job description

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

• Bachelor's or Master’s degree in Communications or relevant field.
• Experience: 3–5 years in consumer care, complaint management or customer experience; experience supervising a call center or vendor team is preferred.
• Mature and composed: Able to handle sensitive, escalated, and occasional irate consumer cases calmly, with sound judgment.
• Compliance-minded: Strong process discipline and attention to detail; follows protocols consistently, without shortcuts.
• High integrity and ownership: Takes full accountability for cases, communicates factually, and raises issues or asks for support early.
• Confident communicator: Clear, concise and structured with senior stakeholders and cross-functional teams; strong English and Urdu.
• Analytically capable: Strong Excel and PowerPoint skills, comfortable turning data into clear insights.