Consumer Affairs Specialist

Colgate-Palmolive; Fatih; Ibrido; TRY 420.000 - 540.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work model

Descrizione del lavoro

Colgate-Palmolive is seeking a Consumer Affairs Specialist for Istanbul, Turkey, on a 1-year fixed-term contract. The role focuses on leading communications with consumers, handling escalated cases, and coordinating with the external customer service agency to ensure exceptional consumer experience.

You will document decisions, negotiate claims, and prepare monthly and annual consumer insights reports while collaborating with Legal, Regulatory Affairs, Manufacturing, Quality, and Supply Chain

Competenze

• 0-2 years of experience in consumer affairs, customer service, call center operations, quality, or similar consumer-facing role.
• Experience working with or managing an outsourced customer service agency/BPO is strongly preferred.
• Excellent verbal and written communication skills in Turkish and good command of English.
• Strong problem-solving skills, attention to detail, and ability to handle sensitive situations.
• Demonstrated ability to work cross-functionally and influence without formal authority.
• Strong ownership and accountability, with the ability to manage multiple cases and meet deadlines.

Mansioni

• Manage and oversee the external customer service agency, including day-to-day coordination and KPIs.
• Lead resolutions: compensations, exchanges, and stock management for consumer resolutions.
• Coordinate with Legal/Regulatory Affairs to ensure compliant communications.
• Collaborate with Manufacturing, Quality, and Supply Chain for product inspections and feedback routing.
• Maintain local consumer database in Excel and align with global standards.
• Prepare and submit monthly/annual consumer affairs reports to stakeholders.

Conoscenze

Turkish language

English language

Communication skills

Problem solving

Cross-functional collaboration

Attention to detail

Strumenti

Excel

Descrizione del lavoro

No Relocation Assistance Offered

Job Number #177028 - Istanbul, Turkey, Turkey

Who We Are

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specialising in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.

The Consumer Affairs Specialist is responsible for leading communications between the company and consumers as well as ensuring the contact center has what it needs to provide outstanding consumer experience. It requires excellent verbal and written communication skills and excellent judgment, as this individual will be handling escalated consumer contact, writing responses for executive consumer replies, as well as negotiating claims with consumers across all CP businesses.

Note - This will be a 1 year fixed term contract role

Main Responsibilities:

• Manage and oversee the external customer service agency (currently one dedicated agent), including day-to-day coordination, guidance, and performance follow-up against agreed KPIs.
• Lead resolution & fulfillment activities: Assess and execute consumer compensations (vouchers, coupons, refunds) and product exchanges, Coordinate ordering and management of localized stock used for consumer resolutions, Ensure all decisions comply with internal policies and are fully documented.
• Collaborate closely with Legal and Regulatory Affairs to ensure that communications in complex or sensitive consumer cases are compliant, accurate, and appropriate.
• Coordinate with Manufacturing, Quality, Supply Chain, and other functions for product inspections, sample analysis, and routing of consumer feedback to support root cause analysis and corrective actions.
• Maintain and update the local consumer database in Excel, ensuring accurate categorization and case documentation in alignment with global standards (Turkey currently outside global CGAS).
• Prepare and submit monthly and annual consumer affairs reports to local and global stakeholders, including volumes, trends, KPIs, recurring issues, and insights.

Basic Qualifications:

• 0-2 years of experience in consumer affairs, customer service, call center operations, quality, or a similar consumer-facing role, preferably within FMCG/consumer goods or a regulated industry.
• Experience working with or managing an outsourced customer service agency/BPO is strongly preferred.
• Excellent verbal and written communication skills in Turkish and good command of English.
• Strong problem-solving skills, attention to detail, and ability to handle sensitive and sometimes emotionally charged situations.
• Demonstrated ability to work cross-functionally and influence without formal authority.
• Strong ownership and accountability, with the ability to manage multiple cases and tasks simultaneously and meet deadlines.

Our Commitment to Inclusion

Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer

Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form (https://docs.google.com/forms/d/e/1FAIpQLSdaxk_eF4utznQoVHlxmL9jVFJbOkM4Oe5CAdKOg-h9EPdLfg/viewform) should you require accommodation.

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