Consumer Affairs Specialist

About the role

Colgate-Palmolive is hiring a Consumer Affairs Specialist in Istanbul on a 1-year fixed-term contract. The role leads communications between the company and consumers and ensures the contact center has what it needs to deliver an outstanding consumer experience. It involves escalated consumer contacts, executive consumer replies and claim negotiations across all CP businesses.

Key responsibilities

• Manage and oversee the external customer service agency (currently one dedicated agent), including day-to-day coordination, guidance and performance follow-up against agreed KPIs.
• Lead resolution and fulfillment: assess and execute consumer compensations (vouchers, coupons, refunds) and product exchanges.
• Coordinate ordering and management of localized stock used for consumer resolutions.
• Ensure all decisions comply with internal policies and are fully documented.
• Collaborate with Legal and Regulatory Affairs so that communications in complex or sensitive cases are compliant, accurate and appropriate.
• Work with Manufacturing, Quality, Supply Chain and others on product inspections, sample analysis and routing of consumer feedback to support root cause analysis and corrective actions.
• Maintain and update the local consumer database in Excel, keeping accurate categorization and case documentation aligned with global standards.
• Prepare and submit monthly and annual consumer affairs reports on volumes, trends, KPIs, recurring issues and insights to local and global stakeholders.

Required profile

• 0-2 years of experience in consumer affairs, customer service, call center operations, quality or a similar consumer-facing role, preferably in FMCG or a regulated industry.
• Experience working with or managing an outsourced customer service agency or BPO is strongly preferred.
• Excellent verbal and written communication in Turkish and good command of English.
• Strong problem-solving skills, attention to detail and ability to handle sensitive, emotionally charged situations.
• Ability to work cross-functionally and influence without formal authority, and to manage several cases and tasks at once while meeting deadlines.