Consumer Relations Specialist ​/ Senior Specialist

Founded in 1987, Hayat operates in the fast-moving consumer goods (FMCG) sector, serving millions of consumers globally with 16 powerful brands. Hayat’s portfolio includes Molfix and Bebem Natural in baby care;
Molped in feminine care;
Joly
, Evony
, and Goodcare in personal healthcare;
Bingo
, Gleen
, Test
, and Has in home care;
Papia
, Familia
, Teno
, and Focus in tissue paper; and Sholk in pet care. As the 4th largest branded diaper manufacturer in the world and the leading tissue producer in the Middle East, Eastern Europe, and Africa, Hayat employs over 10.000 people across its operations.

Hayat operates 21 production facilities in 8 countries
, including Turkey, Egypt, Iran, Algeria, Russia, Nigeria, Pakistan, and Vietnam, and manages sales and distribution companies in Morocco, Bulgaria, Kenya, Thailand, and Malaysia. With its global operations structured under three main regions Eurasia & Americas, Middle East & Africa, and Asia Pacific Hayat reaches over 100 countries across 5 continents, bringing its brands into millions of homes worldwide.

We are currently seeking a talented “Consumer Relations Specialist” to join our dynamic team. This role will contribute to transformative projects under the Consumer Group.

If you want to be part of a diverse and vibrant community where your ideas can shape the future of the FMCG industry and your contributions can create a lasting global impact, then Hayat is waiting for you!

• Bachelor's degree from a relevant department of a university,
• Experience in consumer relations, customer experience, call center operations, CRM, or similar fields,
• Preferably experienced in e-commerce platforms, social media management, and complaint management platforms,
• Good command of written and spoken English,
• Proficient in MS Office applications,
• Preferably experienced in using CRM systems,
• Strong reporting and analytical skills,
• Strong written and verbal communication skills with a customer- and solution-oriented mindset,
• Strong planning, coordination, and follow-up skills,
• A team player with strong interpersonal skills.

• Manage consumer and customer inquiries, complaints, suggestions, and satisfaction feedback received via phone, e-mail, social media, e-commerce platforms, and other communication channels,
• Accurately record, classify, and route consumer feedback through the CRM system,
• Coordinate with relevant departments to ensure consumer complaints are resolved within the defined service levels,
• Respond to and follow up on messages and notifications received through e-commerce marketplaces and the Şikayetvar platform within the required response times,
• Monitor consumer feedback received through social media channels and ensure the necessary actions are taken,
• Prepare regular reports on consumer satisfaction, number of cases, resolution times, and product category performance,
• Prepare and coordinate the preparation and shipment of consumer samples, products, and response letters,
• Forward complaint samples received from consumers to the Quality Assurance team and maintain the related system records,
• Contribute to continuous improvement initiatives aimed at enhancing consumer satisfaction and operational efficiency.

• Private Health Insurance
• Employee Shuttle Service
• Canteen
• Monthly Employee Support Package (Assortment of Hayat Products or Food Package)
• Baby Diaper Support (For Children Up to
  4) and Diaper Support for 1st Degree Relatives of Employees)
• 3 Days of Administrative Paid Leave Per Year
• Heating and Eid Allowance Once a Year

• FLEX:
  Flexible Benefits Program
• Wezone:
  Rewards and Recognition Program
• Seniority Award Support
• Heltia:
  Employee Assistance Program

At Hayat, we conduct fair and inclusive hiring processes. We do not tolerate prejudice or discrimination based on language, religion, ethnicity, race, gender. Our recruitment process is solely based on the alignment with the job description, measurable and objective assessments, and competency-based interviews.

Please visit us at the following addresses for any information you need:

Clarification Text for Employee Candidate :