Mid-Level
Consumer Care Specialist (Lahore, PK, 54750)
Location: Lahore, Head office
Job Type: Full Time, Onsite
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
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Manage consumer queries, complaints and product replacement requests with a strong focus on consumer satisfaction.
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Ensure timely resolution of consumer contacts in line with SOPs and service standards.
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Monitor consumer care performance and provide actionable insights to internal stakeholders.
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Maintain accurate consumer information and support effective CMS utilization.
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Manage third-party frontline teams through training, calibration and performance feedback.
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Ensure compliance with Nestlé policies, WHO/local codes and ethical business practices.
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Collaborate with Brand, Business, Legal, Regulatory and Corporate Affairs teams to address consumer needs
Experience & Qualifications
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Bachelor's or Master’s degree in Communications or relevant field.
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Minimum 3 years’ experience in Consumer Care, Customer Service or a similar role.
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Strong communication, listening, relationship management and problem-solving skills.
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Ability to manage multiple priorities, work under pressure and make timely decisions.
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Proficiency in English with a clear and confident telephone manner.
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