About this role
About the Role The role provides effective technical support to the process and actively resolve client issues by direct resolution or timely escalation to meet process SLAs. It covers end-to-end complaint handling from intake to closure, including registration, investigation, and potential regulatory reporting, while maintaining confidentiality and compliance with company policies. What You'll Do
- Receive customer complaints via calls, emails, or faxes and ensure accurate capture and entry of information.
- Own and manage the complaint handling process; assess complaints for proposed MDR reportability and submit assessment to the client.
- Follow up for additional information and product returns; liaise with SMEs, QAs, and Team Leads to obtain closure.
- Serve as primary contact for customers; gather event registration information per SOPs from customers.
- Manage the event lifecycle from registration through potential regulatory reporting, sample retrieval, investigation, response, and closure/reopening as needed.
- Escalate significant events to Team Lead in a timely manner.
- Maintain awareness of and compliance with all company policies and procedures, including Information Security Management Systems; protect confidentiality of all information.
- Provide reviews and assessments of complaints processed by peers as part of cross-utilization. What We're Looking For
- Bachelors of Science in Nursing or Pharmacy Allied Medical Graduate; preferably with clinical experience and/or a Registered Nurse/Pharmacist.
- Additional Skills: able to write effective medical and technical narratives; able to create customer letters; good computer and keyboarding skills; excellent telephonic and listening skills; critical thinking to determine necessary questions; strong problem-solving and analytical skills; good customer service skills.