Care Center Advisor (Consumer Conversation)

POSITION SNAPSHOT

Location: Tehran - Islamic Republic of Iran;

Company: Nestlé Iran - Tehran Office; Full-Time;

Reporting to:  Head of MAPA

Stakeholders:  Marketing, Medical-Regulatory, Quality, Supply Chain (Tehran, Qazvin) and Nestlé MENA Consumer Engagement Services, related external contractors
POSITION SUMMARY:

We are very excited to recruit a knowledgeable Nutritionist or Pharmacist to join Nestlé Iran’s dynamic Consumer Engagement Center, currently one of the most reliable consumer and customer contact hubs in the country, handling around 15,000 calls and written inquiries every year across our infant nutrition, baby food, coffee and other categories.

Reporting to the Head of MAPA, you will be the trusted voice of Nestlé to mothers, caregivers and consumers, and the voice of those consumers back to Nestlé. You will provide accurate, science-based nutritional counselling, resolve complaints and inquiries across all touchpoints (phone, email, SMS, website, social media and WhatsApp), maintain our digital knowledge base and FAQ content, and turn consumer feedback into actionable insights for the local Leadership Team and the wider Nestlé MENA region.

Through this role you will gain valuable corporate exposure across Marketing, Regulatory Scientific Affairs, Quality and Digital Communications, while applying your clinical knowledge to build TRUST which is the foundation of every Nestlé consumer relationship.

A DAY IN THE LIFE …

Consumer interactions & care

•      Respond to consumer inquiries, comments and complaints across all touchpoints, inbound calls, emails, SMS, WhatsApp, live chat, the Nestlé Iran corporate website and owned social media (Instagram, Telegram, WhatsApp) in a timely, accurate and empathetic way, using the right brand tone-of-voice.

•      Provide comprehensive nutritional counseling to mothers and caregivers on infant nutrition (NAN, Guigoz), baby food (Cerelac), Nescafé and other categories, based on your clinical knowledge and approved Nestlé scientific resources.

•      Handle serious and sensitive consumer contacts (product safety, medical-regulatory, reputational) following Nestlé Consumer Engagement Services Standard Instructions and the Consumer Complaints Handling Process, escalating to the right internal stakeholders without delay.

•      Follow up with consumers to ensure their issues are fully resolved and that they feel heard, valued and reassured.

Digital & content ownership

•      Own consumer-facing digital content: maintain and update the FAQ and knowledge base, draft and publish replies for the website contact form and social media, and ensure all messaging is consistent with brand guidelines and corporate communication standards.

•      Encode every consumer interaction in the CRM / contact-center database with the correct categorization, so insights and complaints can be tracked, trended and acted upon.

•      Work hand-in-hand with Marketing teams (internal) and Digital Marketing agencies (external) on campaigns, community management and consumer activations.

Reporting & insights

•      Prepare monthly and ad-hoc reports on complaint volumes, root causes, consumer sentiment and key activities, for the local Leadership Team and the Nestlé MENA Consumer Engagement team.

•      Translate ~15,000 yearly interactions into actionable insights for Marketing, Quality and Supply Chain, driving continuous improvement of products, processes and consumer experience.

•      Establish and regularly update the list of consumer services key contacts (internal & external).

•      Monthly report of the activities to Iran MANCOM. 

Compliance & quality

•      Ensure strict adherence and compliance with the WHO International Code of Marketing of Breast-milk Substitutes, Nestlé Policy and Instructions, and Iranian local codes.

•      Contribute to quality control over the consumer hotline: monitor your own interactions, participate in calibration sessions, and continuously improve response quality and brand tone.

•      Work closely with all stakeholders across Tehran Head Office, Qazvin Site and the Nestlé MENA teams to ensure aligned, compliant and consumer-centric responses at all times.

What Will Make You Successful?

Must-haves

•      Bachelor’s or master’s degree in nutrition, Dietetics or Pharmacy.

•      Minimum 2 years of quality clinical or consumer-facing experience in nutrition, pharmacy or a regulated healthcare / FMCG environment.

•      Fluent English (written and spoken), and native Persian (Farsi).

•      Excellent telephone etiquette, active listening, empathy and patience under pressure; able to translate technical clinical information into clear, reassuring consumer language.

•      Good command of MS Office (PowerPoint, Excel, Word) and confident use of digital / online platforms.

•      Strong sense of integrity, confidentiality and full understanding of the WHO Code of Marketing of Breast-milk Substitutes.

Good-to-haves

•      Prior experience in Consumer Care, contact-center or medical-information role within FMCG, infant nutrition or pharma (e.g., Nestlé, Danone, Abbott, Reckitt, Mead Johnson, Hipp).

•      Hands-on familiarity with CRM and contact-center tools (Salesforce, Sprinklr, Genesys, Zendesk) and with digital community management on Instagram, Telegram and WhatsApp Business.

•      Reporting and dashboarding skills (Power BI, advanced Excel) strong asset for elevating consumer insight reporting for MENA leadership.

•      Good command of AI prompt in the field of data analysis.

•      Experience in event management (mother-care seminars, mom-community webinars, HCP engagements).