Consumer Affairs Specialist

Colgate-Palmolive; Fatih; Hybrid; TRY 180,000 - 280,000; Full time

Job summary

Colgate-Palmolive, Istanbul, Turkey, seeks a Consumer Affairs Specialist for a 1-year fixed-term contract. The role leads communications with consumers, coordinates an outsourced customer service agency, and ensures compliant, high-quality consumer experiences across Colgate brands in Turkey.

Requirements include 0–2 years in consumer affairs, excellent Turkish, good English, and strong cross-functional collaboration.

Qualifications

• 0–2 years of experience in consumer affairs or a similar role.
• Experience with outsourced customer service agencies/BPO is preferred.
• Excellent verbal and written Turkish; good command of English.

Responsibilities

• Oversee the external customer service agency and coordinate day-to-day performance.
• Manage resolutions, including compensation, refunds, and exchanges.
• Coordinate stock management for consumer resolutions.
• Ensure communications are compliant with internal policies and documented.
• Prepare monthly and annual consumer affairs reports for stakeholders.

Skills

Turkish language

English language

Communication skills

Cross-functional collaboration

Job description

Established in 1806 as a small soap and candle business in New York City, Colgate-Palmolive is now a truly global company with products sold in over 200 countries and territories under such internationally recognised brand names as Colgate, Palmolive, Softsoap, Irish Spring, Protex, Sorriso, Kolynos, elmex, Tom's of Maine, Sanex, Ajax, Axion, Soupline, Haci Sakir, Suavitel, PCA SKIN, EltaMD, Filorga and Hello as well as Hill's Science Diet and Hill's Prescription Diet.

Colgate-Palmolive is a leading consumer products company that serves hundreds of millions of consumers worldwide with brands and products across four core businesses - Oral Care, Personal Care, Home Care and Pet Nutrition. We are committed to offering products that make lives healthier and more enjoyable, and programmes that enrich communities around the world.

Every day millions of people trust our products to care for themselves and the ones they love. Our goal is to use our technology to create products that will continue to improve the quality of life for our consumers wherever they live.

A career at Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.

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 should you require accommodation.

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