Consumer Care Specialist

About the role

Nestle Operational Services Worldwide SA is hiring a Consumer Care Specialist in Lahore, at the head office. This full-time, onsite role manages nationwide consumer contacts by delivering timely, accurate and high-quality responses in line with Consumer Contact Guidelines, keeping consumer data accurate and driving continuous improvement.

Key responsibilities

• Manage consumer queries, complaints and product replacement requests with a focus on consumer satisfaction.
• Resolve consumer contacts promptly in line with SOPs and service standards.
• Monitor consumer care performance and give actionable insights to internal stakeholders.
• Maintain accurate consumer information and support effective use of the CMS.
• Manage third-party frontline teams through training, calibration and performance feedback.
• Ensure compliance with Nestlé policies, WHO/local codes and ethical business practices.
• Work with Brand, Business, Legal, Regulatory and Corporate Affairs teams to address consumer needs.

Required profile

• Bachelor's or Master's degree in Communications or a relevant field.
• 3-5 years in consumer care, complaint management or customer experience; experience supervising a call center or vendor team is preferred.
• Able to handle sensitive, escalated and occasionally irate consumer cases calmly and with sound judgment.
• Strong process discipline, attention to detail and high integrity, taking full accountability for cases.
• Clear, structured communication with senior stakeholders and cross-functional teams, with strong English and Urdu.

Required skills

• Strong Excel and PowerPoint skills, able to turn data into clear insights.