* Job Title: Complaint Intake Analyst - Spanish and German Speaking
* Location: Marlow (hybrid three days in office with two from home)
* Contract: 12 months
* Salary: 28k per annum
* Hours: Monday - Friday 5 hours per week
Job Description:
We are looking for a customer service representative for a leading pharmaceutical company based in Marlow. As part of the role, you will support PMQA by providing the initial triaging of complaints from all channels and serve as the first point of contact with the customer. You will ensure accuracy of data from the customer to make the initial identification of the complaint code, conduct data entry, and coordinate work through the appropriate channels as determined by established business rules. You will also handle escalations for complex complaints and serve as a subject matter expert in designated products.
Key Responsibilities:
* Complete the intake process of complaints through phone and email into the Complaint Intake Systems, including translations from local language to English when required, initial identification of the complaint code, conducting follow-up activities for missing information, coordinating the logistics of complaint sample returns, and communicating the results of the complaint investigations when requested/required.
* Communicate and cooperate with customers and distributors involved in the reported complaints.
* Internal communication and cooperation with relevant local or global stakeholders in other departments involved with complaints management within the organization, such as affiliate CQA, Medical Information, Regulatory Affairs, and Pharmacovigilance.
* Support more complex complaints that are escalated.
* Serve as a Subject Matter Expert for designated product(s) within the team when required.
* Decide whether a replacement, credit, or warranty claim is warranted and notify the appropriate stakeholders to complete the process, or complete activities to process the replacement, credit, or warranty activities for the customer.
* Partner with affiliate CQA for translation or communication support when needed.
* Support management with any documentation or SOP reviews when needed.
* Partner with other departments to address queries/inquiries, e.g., Medical Info, Regulatory, PV.
* Support management with any projects/process improvement initiatives.
* Support management during audits and inspections.
* Make vigilance reporting decisions and prepare the relevant vigilance reports for submission to MOH, where applicable.
* Translate vigilance reports into the local language for submission to MOH, where applicable.
Qualifications and Skills:
* High school diploma or equivalent required; college or a 2-year associate degree is preferred.
* Must be able to communicate clearly in a variety of languages including English, German, and Spanish.
* Experience in a quality environment or customer service support role, preferably in a healthcare setting.
* Strong attention to detail, critical thinking, and ability to work independently with minimal direction.
* High-quality customer service skills.
* Ability to express ideas clearly in both written and oral communications.
* Knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological, or device-related products.
* Computer skills and ability to navigate through software systems.
* Strong prioritization and time management skills.
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