Customer Care & Experience 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

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.