Consumer Care Specialist

Nestle SA; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Nestlé Lahore Head Office is seeking a Consumer Care professional to manage nationwide consumer contacts, ensuring timely, accurate responses and high quality data handling. You will drive continuous improvement and maintain data integrity across CMS systems.

The role requires strong English and Urdu communication, plus analytical skills with Excel and PowerPoint to turn data into insights. Onsite collaboration with cross-functional teams will be essential.

Qualifications

• Bachelor's or Master's in Communications or related field.
• 3–5 years in consumer care, complaint management or customer experience.
• Experience supervising a call center or vendor team preferred.

Responsibilities

• Manage consumer queries, complaints and product replacement requests.
• Ensure timely resolution of consumer contacts per SOPs and service standards.
• Monitor consumer care performance and provide insights to stakeholders.
• Maintain accurate consumer information and support CMS usage.
• Manage third-party frontline teams through training and feedback.
• Ensure compliance with Nestlé policies and local codes.
• Collaborate with Brand, Legal, Regulatory and Corporate Affairs teams.

Skills

Communication skills

Bilingual English/Urdu

Excel

PowerPoint

Data analysis

Stakeholder management

Decision making

Education

Bachelor's or Master's in Communications

Tools

Excel

PowerPoint

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.
• 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.