Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

͏Personal Responsibilities

Multitask which includes pulling up of relevant documents and responding satisfactorily and immediately

· Provide expertise in receipt and processing of medical device complaints via incoming calls, faxes, and emails,

serving as the primary point of contact

· Answer and process all incoming calls and inquiries from customers, sales reps, and various employees of

Boston Scientific Corporation in regard to returns, product complaints, and special projects as required

· Accurately enter complaint information into complaint handling system GCMS-TW in a timely manner and in

accordance with the company’s complaint policy and procedures

· Create, maintain, and adjust all return authorizations within SAP for product complaints and field actions and

create replacement orders as required

· Respond to inquiries and assist customers and sales representatives regarding Boston Scientifics’ complaint

and returns policies

· Responsible for the complaint handling complaint handling process from complaint receipt to record closure

· Ensures timely processing of complaints.

· U.S. customer Complaint communications

· Completes Good Faith Efforts (GFEs) for outcome/result of an Adverse Event and/or complaint sample return

· Maintains As Reported Codes and Rationale Codes

· Reviews field service records for complaints

· Collaborates with Complaint Investigation Sites (CISs), Medical Sciences, Safety Surveillance, Marketing, and

Regulatory

· Helps with complaint data collection for PIRs.

· Ensure that all company information which includes customer information are kept confidential and secure

· Maintain and follow proper compliance to quality system regulations (FDA Code of regulations 21CFR Part

820).

· Establish and maintain complete complaint files and databases for all customer complaints, according to

complaint, FDA, and international regulatory and complaint requirements related to the complaint system

process.

͏

**Deliver excellent customer service through effective diagnosis and troubleshooting of client queries**

	- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

	- Assist clients with navigating around product menus and facilitate better understanding of product features

	- Troubleshoot all client queries in a user-friendly, courteous and professional manner

	- Maintain logs and records of all customer queries as per the standard procedures and guidelines

	- Accurately process and record all incoming call and email using the designated tracking software

	- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

	- Organize ideas and effectively communicate oral messages appropriate to listeners and situations

	- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

S͏kills Required

· Strong Analytical and communication skills

· Good computer knowledge, mainly MS Office.

· Good typing speed

· Excellent telephonic and listening skills

· Strong team player and interpersonal skills

· Flexible for the shifts

· Demonstrated Customer Service Skills

· Ability to think critically to determine the type of questions which need to be asked to gather necessary information

· Strong written skills, with the ability to write narratives related to the complaints

· Knowledge in Call Monitoring Tools/Real Time Adherence is a plus

· Able to handle inbound calls/process emails.

͏

Deliver

		**No Performance Parameter Measure**

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

		2
		Self- Management
		Productivity, efficiency, absenteeism, Training Hours, No of technical training completed