About this role
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.