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Complaint Resolution Specialist

2 months ago

Marlow Buckinghamshire, United Kingdom SRG Full time
Job Title: Complaint Resolution Specialist

At SRG, we are seeking a highly skilled Complaint Resolution Specialist to join our team. As a key member of our Quality Assurance department, you will play a crucial role in ensuring the highest level of customer satisfaction and quality standards.

Key Responsibilities:
  • Initial triage of complaints from all channels and serve as the first point of contact with customers
  • Ensure accuracy of data from customers to make the initial identification of the complaint code
  • Conduct data entry and coordination of work through the appropriate channels as determined by established business rules
  • Handle escalations for complex complaints and serve as a subject matter expert in designated products
  • Complete the intake process of complaints through phone and email into the Complaint Intake Systems
  • Communicate and cooperate with customers and distributors involved in reported complaints
  • Internal communication and cooperation with relevant local or global stakeholders in other departments involved with complaints management
  • Support more complex complaints that are escalated
  • Decide whether a replacement, credit, or warranty claim is warranted, and notify the appropriate stakeholders
Requirements:
  • Must speak German or Dutch
  • Experience in a Quality environment or customer service support role, preferably in a healthcare setting
  • High quality customer service skills
  • Knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological or device related products
  • Computer skills and ability to navigate through software systems
What We Offer:
  • A dynamic and supportive work environment
  • Opportunities for professional growth and development
  • A competitive salary and benefits package

We are an equal opportunities employer and welcome applications from all qualified candidates. If you are a motivated and detail-oriented individual with a passion for quality and customer service, we encourage you to apply for this exciting opportunity.