Consumer Affairs Specialist — 1-Year Contract (Turkish/English)

Colgate Palmolive; Fatih; Vor Ort; TRY 60.000 - 80.000; Vollzeit

Zusammenfassung

Colgate-Palmolive in Istanbul, Turkey is seeking a Consumer Affairs Specialist for a 1-year fixed-term contract to lead consumer communications and ensure the contact center has what it needs to deliver excellent consumer experiences.

You will manage an outsourced agency, coordinate resolutions including vouchers, refunds, and exchanges, and prepare monthly/annual reports while collaborating with Legal, Regulatory, Manufacturing, Quality and Supply Chain teams.

Qualifikationen

• 0-2 years of experience in consumer affairs, customer service, call center operations, quality, or a 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 and sometimes emotionally charged situations.
• Demonstrated ability to work cross-functionally and influence without formal authority.

Aufgaben

• 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.

Jobbeschreibung

Colgate-Palmolive in Istanbul, Turkey is seeking a Consumer Affairs Specialist for a 1-year fixed-term contract to lead consumer communications and ensure the contact center has what it needs to deliver excellent consumer experiences.

You will manage an outsourced agency, coordinate resolutions including vouchers, refunds, and exchanges, and prepare monthly/annual reports while collaborating with Legal, Regulatory, Manufacturing, Quality and Supply Chain teams.