Complaints Intake Coordinator

1 week ago

Marlow, United Kingdom SRG Full time
Job Summary

We are seeking a skilled Complaints Intake Analyst to join our team at SRG. This role is responsible for managing customer complaints, coordinating logistics, and communicating results.

Main Responsibilities:
  • Manage complaint intake through phone and email, conducting follow-up activities, and coordinating logistics.
  • Communicate with customers and distributors involved in complaints, providing timely and effective resolutions.
  • Collaborate with internal stakeholders to ensure seamless complaint management processes.
  • Support complex complaints and escalated issues, utilizing strong critical thinking and problem-solving skills.
  • Serve as a Subject Matter Expert for designated products, providing in-depth knowledge and guidance.
  • Makes informed decisions on replacement, credit, or warranty claims, ensuring fair and timely resolutions.
  • Partner with the affiliate CQA team for translation or communication support, fostering strong relationships and collaboration.
  • Support management with documentation and SOP reviews, ensuring compliance and quality standards.
  • Work closely with other departments to address queries and inquiries, promoting effective communication and teamwork.
  • Support management during audits and inspections, ensuring preparedness and compliance.
  • Prepare vigilance reports and translate them into local languages, demonstrating attention to detail and cultural awareness.
Requirements and Qualifications
  • Bachelor's degree in a relevant field or equivalent experience.
  • Proven experience in Quality or customer service, preferably in healthcare.
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent written and verbal communication, with the ability to articulate complex information effectively.
  • Familiarity with pharmaceutical, biological, or device products, with a good understanding of their operations.
  • Proficient in computer software and navigation, with the ability to adapt quickly to new systems.
  • Ability to prioritize tasks, manage time effectively, and meet deadlines.
  • Fluent English language skills, with a good command of grammar, vocabulary, and syntax.
Compensation and Benefits

The estimated salary for this role is $65,000 - $85,000 per annum, depending on experience and qualifications. Additionally, we offer a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) matching, and paid time off.

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