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Complaint Resolution Specialist

2 months ago

Marlow, United Kingdom SRG Full time
Job Title: Complaint Intake Analyst

Job Summary:

The Complaint Intake Analyst plays a crucial role in supporting PMQA by providing initial triage of complaints from various channels and serving as the first point of contact with customers. This position requires strong attention to detail, critical thinking, and the ability to work independently with minimal direction.

Key Responsibilities:

  • Complete the intake process of complaints through phone and email into the Complaint Intake Systems, including translations from local language to English when required.
  • Initial identification of the complaint code and conducting follow-up activities for missing information.
  • Coordination of logistics for complaint sample returns and communication of results of complaint investigations when requested.
  • Communication and cooperation 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.
  • Serve as a Subject Matter Expert for designated products within the team.
  • Decision-making on replacement, credit, or warranty claims and notification of stakeholders to complete the process.

Requirements:

  • Must speak German or Dutch.
  • College or a 2-year Associate Degree is preferred.
  • Experience in a Quality environment or customer service support role, preferably in a healthcare setting.
  • Strong attention to detail, critical thinking, and ability to work independently.
  • High-quality customer service skills.
  • Ability to express ideas clearly in written and oral communications.
  • 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.
  • Strong prioritization and time management skills.

Company Overview:

SRG is a leading company in the pharmaceutical industry, committed to delivering high-quality products and services to our customers. We are seeking a highly skilled and motivated individual to join our team as a Complaint Intake Analyst.