Complaints Resolution Specialist
20 hours ago
At SRG, we are seeking a highly skilled Complaints Intake Analyst to join our team. As a key member of our Quality Assurance department, you will play a critical role in ensuring the timely and effective resolution of customer complaints.
Responsibilities:- Manage the intake process of complaints through phone and email, ensuring accurate identification of complaint codes and efficient follow-up activities.
- Collaborate with customers and distributors to resolve complaints, providing exceptional customer service and ensuring timely resolution.
- Communicate effectively with internal stakeholders, including affiliate CQA, Medical Information, Regulatory Affairs, and Pharmacovigilance teams, to ensure seamless complaint management.
- Support the escalation of complex complaints, working closely with management to ensure timely resolution.
- Develop and maintain expertise in designated products, serving as a Subject Matter Expert within the team.
- Where applicable, determine the necessity of replacement, credit, or warranty claims, and notify relevant stakeholders to complete the process.
- Partner with affiliate CQA for translation or communication support as needed.
- Support management with documentation and SOP reviews, ensuring compliance with regulatory requirements.
- Collaborate with other departments to address customer inquiries and resolve issues.
- Support management with projects and process improvement initiatives, driving continuous quality improvement.
- Support management during audits and inspections, ensuring compliance with regulatory requirements.
- Where applicable, prepare vigilance reports for submission to MOH, ensuring timely and accurate reporting.
Requirements:
- High school diploma or equivalent required; college or a 2-year Associate Degree 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 with minimal direction.
- Excellent customer service skills, with 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 software systems.
- Strong prioritization and time management skills.
- Fairly good command of the English language.
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Marlow, United Kingdom SRG Full time{"title": "Complaint Resolution Specialist", "content": "Job SummaryWe are seeking a highly skilled Complaint Resolution Specialist to join our team at SRG. As a key member of our quality assurance team, you will be responsible for resolving customer complaints in a timely and professional manner.Key ResponsibilitiesResolve customer complaints through phone...
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