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

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 and make outbound calls effectively

· Ability to understand customer requirement 

C͏andidate Specifications

Candidates who fall under any of the following specifications are eligible to apply:

· Bachelor's degree in Nursing or any Allied Health/Medical Sciences Degree; with or without BPO experience

· Bachelor's degree with 6 months BPO experience

· At least 2 years in college with no back subjects with at least 6 months BPO experience. This also extends to

successful graduates of 2-year Associate Courses.

͏

Deliver