Consumer Care Specialist (opens in new tab)

Nestle SA; Lahore; On-site; PKR 1,200,000 - 2,100,000; Full time

Job summary

Nestlé SA in Lahore is seeking a Consumer Care Specialist to manage nationwide consumer contacts, deliver timely, accurate responses, and maintain data quality in line with guidelines.

You will resolve queries, complaints and replacements, monitor performance, provide insights to stakeholders, and collaborate with Brand, Legal, Regulatory and Corporate Affairs teams while upholding Nestlé policies and ethical standards.

Qualifications

• Bachelor's or Master's degree in Communications or relevant field.
• 3–5 years in consumer care, complaint management or customer experience; supervising a call center or vendor team preferred.
• Calm handling of escalated or irate consumer cases with sound judgment.
• Strong process discipline and attention to detail; follows protocols.
• Takes ownership, communicates factually, and seeks support when needed.
• Strong English and Urdu communication; clear, concise, structured with stakeholders.
• Proficient turning data into insights with Excel and PowerPoint.

Responsibilities

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

Skills

Excel

PowerPoint

English

Urdu

Analytical skills

Communication

Education

Bachelor's or Master's degree in Communications or relevant field

Tools

CMS

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.