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Bilingual Complaint Resolution Specialist

2 months ago

Marlow Buckinghamshire, United Kingdom SRG Full time

Position:
Bilingual Complaint Resolution Specialist - Proficient in Spanish and an additional language (German or Dutch)

Contract Duration: 12 months

Work Arrangement: Hybrid (2-3 days in the office)

The Bilingual Complaint Resolution Specialist is responsible for assisting the PMQA team by managing the initial assessment of complaints received through various channels, acting as the primary contact for customers.

This role involves ensuring the precision of information provided by customers to facilitate the preliminary classification of complaint codes. The specialist will perform data entry and coordinate tasks according to established business protocols. Additionally, they will address escalated issues related to complex complaints and serve as a knowledgeable resource for specific products.

The intake process for complaints will be conducted via phone and email into the Complaint Intake Systems, which may include translating communications from the local language to English when necessary. Responsibilities also include the initial classification of complaint codes, following up on missing information, coordinating the logistics for the return of complaint samples, and communicating the outcomes of investigations as needed.

Effective communication and collaboration with customers and distributors involved in reported complaints is essential.
Internal collaboration with relevant local or global stakeholders in other departments engaged in complaint management, such as affiliate CQA, Medical Information, Regulatory Affairs, and Pharmacovigilance, is also required.
The specialist will support the resolution of more intricate complaints that have been escalated.

When appropriate, the specialist will determine if a replacement, credit, or warranty claim is justified and inform the relevant stakeholders to facilitate the process.

Responsibilities also include translating vigilance reports into the local language for submission to the Ministry of Health when applicable.
Candidates should possess fluency in Spanish along with either German or Dutch.
Previous experience in a quality assurance environment or customer service role, ideally within the healthcare sector, is preferred.
Strong customer service skills and familiarity with pharmaceutical, biological, or medical device products, processes, and equipment are essential.
Proficiency in computer systems and the ability to navigate various software applications are required.
A good command of the English language is also necessary.