Complaint Handling Specialist with Dutch and/or French (Benelux market)
Alcon MX, Poland, NY, United States
This role is part of Alcon's Quality & Regulatory Affairs function, a team that ensures our products are in compliance with global, local, and internal regulations and meet the strictest standards of quality as we help people see brilliantly.
**Complaint Handling Specialist with Dutch and/or French (Benelux market)** **Complaints Handling Specialist**
/ **Sr. Associate I, Complaints** is responsible for processing of complaint records involving Alcon devices and OTC products across the EMEA region. Activities include intake/system entry, triage and all related customer communications such as follow up and final responses.
All complaint handling activities shall comply with local and international regulations, guidelines, and applicable directives.
**In this role, a typical day will include:*** Manage collection, data entry, processing, documentation, reporting and follow-up of all technical product complaints and adverse event reports for all Alcon products from healthcare professionals, patients, internal Alcon personnel, clinical trials, non-interventional studies, customer-oriented marketing programs, literature, spontaneous reports, etc. in a timely manner per SOPs, regulations, and directives* Transcribe, translate, and enter all data available in the source documents or retrieved from phone calls and/or follow-ups, into safety systems accurately and consistently with emphasis on timeliness and quality* Maintain a working knowledge of company policies and procedures, departmental processes, and associated work instructions to ensure an understanding of information/data collection required and associated timelines for technical and AE complaints to assure compliance with regulations and directives* Form part of the investigation team for complaint quality investigations and manage these cases effectively* Communicates effectively with key stakeholders in country organizations* Review potential complaint data received via safety system(s), service records, Alcon's website, CRM system, and other methods, as required* Triage/address calls from all sources for quality technical complaints, Adverse Events, requests for refund, requests for replacement product, requests for credit and manage the reimbursement process associated with product recalls* Facilitate/arrange returns of samples originating from hospitals, clinics, opticians, end-customers, etc. for shipping to manufacturing sites for analysis
**WHAT YOU’LL BRING TO ALCON:*** About 1 year of experience in Customer service, com-plaints handling, quality management system or similar* Bachelor’s degree completed or higher,* **Proficiency in English + Dutch and/or French*** Computer literacy with standard software platforms* Effective communicator and ability to work with a variety of departments and regulatory bodies* Experience in the international environment* Experience in SSC model preferred.
**HOW YOU CAN THRIVE AT ALCON:*** Opportunity to work on best in class Organization among Medical Devices/Equipment sector* Opportunity to work in a high paced agile environment* Work with people who are passionate of delivering outcomes and a culture of simplification and ownership* Possibility to influence the design of the solution responding to business needs to enhance customer experience* Collaboration and frequent direct interactions with business stakeholders* Truly international environment and daily interactions with colleagues from all over the world* Flexible hours and hybrid work model **(3/2/weekly)*** Modern office in Marynarska 15, Warsaw, with a lot of facilities inside
Alcon Careers
See your impact at alcon.com/careers #J-18808-Ljbffr
**Complaint Handling Specialist with Dutch and/or French (Benelux market)** **Complaints Handling Specialist**
/ **Sr. Associate I, Complaints** is responsible for processing of complaint records involving Alcon devices and OTC products across the EMEA region. Activities include intake/system entry, triage and all related customer communications such as follow up and final responses.
All complaint handling activities shall comply with local and international regulations, guidelines, and applicable directives.
**In this role, a typical day will include:*** Manage collection, data entry, processing, documentation, reporting and follow-up of all technical product complaints and adverse event reports for all Alcon products from healthcare professionals, patients, internal Alcon personnel, clinical trials, non-interventional studies, customer-oriented marketing programs, literature, spontaneous reports, etc. in a timely manner per SOPs, regulations, and directives* Transcribe, translate, and enter all data available in the source documents or retrieved from phone calls and/or follow-ups, into safety systems accurately and consistently with emphasis on timeliness and quality* Maintain a working knowledge of company policies and procedures, departmental processes, and associated work instructions to ensure an understanding of information/data collection required and associated timelines for technical and AE complaints to assure compliance with regulations and directives* Form part of the investigation team for complaint quality investigations and manage these cases effectively* Communicates effectively with key stakeholders in country organizations* Review potential complaint data received via safety system(s), service records, Alcon's website, CRM system, and other methods, as required* Triage/address calls from all sources for quality technical complaints, Adverse Events, requests for refund, requests for replacement product, requests for credit and manage the reimbursement process associated with product recalls* Facilitate/arrange returns of samples originating from hospitals, clinics, opticians, end-customers, etc. for shipping to manufacturing sites for analysis
**WHAT YOU’LL BRING TO ALCON:*** About 1 year of experience in Customer service, com-plaints handling, quality management system or similar* Bachelor’s degree completed or higher,* **Proficiency in English + Dutch and/or French*** Computer literacy with standard software platforms* Effective communicator and ability to work with a variety of departments and regulatory bodies* Experience in the international environment* Experience in SSC model preferred.
**HOW YOU CAN THRIVE AT ALCON:*** Opportunity to work on best in class Organization among Medical Devices/Equipment sector* Opportunity to work in a high paced agile environment* Work with people who are passionate of delivering outcomes and a culture of simplification and ownership* Possibility to influence the design of the solution responding to business needs to enhance customer experience* Collaboration and frequent direct interactions with business stakeholders* Truly international environment and daily interactions with colleagues from all over the world* Flexible hours and hybrid work model **(3/2/weekly)*** Modern office in Marynarska 15, Warsaw, with a lot of facilities inside
Alcon Careers
See your impact at alcon.com/careers #J-18808-Ljbffr