Roles and 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

͏Minimum Qualifications

Qualifications

§ College graduate or undergraduate with at least 2 years in college

§ Worked in service industry

§ Experience of 6 months and above desirable
§ Experience in call center will be an advantage
§ Healthcare experience will be an added advantage

Mandatory Skills

§ Knowledge of basic computer operations
§ Willingness to rotate shifts, as needed
§ Courteous with strong customer service orientation
§ Ability to multitask with keyboard shortcut skills
§ Basic computer proficiency and good typing skills
§ Dependable with attention to detail
§ Good listening and speaking skills
§ Willingness to learn
§ Good sales skills

Additional Skills

§ Voice clarity
§ Accent neutrality
§ Fluency in English
§ Grammar