Consumer Care Specialist

About the role

Manage nationwide consumer contacts by providing timely, accurate and high‑quality responses in line with Consumer Contact Guidelines, while maintaining precise consumer data and driving continuous improvement.

Key responsibilities

• Handle consumer queries, complaints and product replacement requests with a strong focus on satisfaction.
• Ensure timely resolution of consumer contacts according to SOPs and service standards.
• Monitor performance, provide actionable insights to internal stakeholders and maintain accurate consumer information.
• Manage third‑party frontline teams through training, calibration and performance feedback.
• Ensure compliance with Nestlé policies, WHO/local codes and ethical business practices.

Required profile

• Bachelor's or Master’s degree in Communications or a related field.
• Minimum 3 years of experience in Consumer Care, Customer Service or a similar role.
• Strong communication, listening, relationship management and problem‑solving abilities.
• Ability to manage multiple priorities, work under pressure and make timely decisions.
• Proficiency in English with a clear and confident telephone manner.