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

• Owns the complaint handling process including  

• Complaint evaluation including adverse event reporting decisions, coding, follow up for additional information and closure of records

• Assessment of Complaints (events) for proposed MDR reportability and submits assessment to client and/or submits directly to the regulatory authority

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

• Responsible in timely escalation of significant events to the Team Lead

• Keeps all company information which includes customer information confidential and secure 

S͏kills Required

• • Able to write effective Medical and Technical narratives regarding the complaints
  • Able to create Customer Letters, if required 
  • 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 

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver