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

R͏oles & Responsibilities

Receives customer Complaints through calls/emails/faxes

Ensures accurate capture and entry of Complaint information

Owns Complaint handling process

Assesses Complaints (events) for proposed MDR reportability and submits assessment to

client

Follow-ups for additional information and product returns

Primary, single source customer contact

Responsible for gathering event registration information (as defined by SOP’s) from

customers

Owns and manages the event through registration through potential regulatory

reporting, sample retrieval, investigation, provide customer response and ultimately to

closure/reopening as needed

Responsible for contacting SME’s, QAs, Team Lead as needed to obtain complaint closure

Responsible in timely escalation of significant events to the Team Lead

Keeps oneself updated, aware of, and compliant to all Company policies and procedures

which include Information Security Management Systems

Keeps all company information which includes customer information confidential and

secured

Performs reviews and assessments of complaints processed by peers as part of cross

utilization approach

Q͏ualifications

Bachelors of Science in Nursing or Pharmacy:

Allied Medical Graduate:

Preferably with clinical experience and/or a Registered Nurse/Pharmacist

A͏dditional Skills

Able to write effective Medical and Technical narratives regarding the complaints

Able to create Customer Letters:

Must have good computer skills, effective keyboarding skills

Must have excellent telephonic and listening skills

Able to think critically to determine the type of questions which need to be asked to

gather necessary information

Good problem solving and analytical skills

Good customer service skills

͏

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