Job Description

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

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

Experience & Qualifications

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