Complaint Handling Specialist with Italian
Complaint Handling Specialist with Italian
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Job Description
Alcon we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly champion progress and act with speed as the global leader in eye care. Here youll be recognized for your commitment and contributions and see your career like never before. Together we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse talented people to join Alcon.
Complaint Handling Specialist with ITALIAN
Complaints Handling Specialist 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 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 Alcons 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
- Inform management of potential safety issues emerging trends and/or concerns
- Prepare and submit response letters to inform patients/customers about the results of investigation
- Ensure non complaint related enquiries are sent to the relevant parties such as Customer Service Medical Product Information or manufacturers of non-Alcon devices.
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
- Attractive benefits package (private medical care group insurance lunch card transportation allowance pension plan Multisport/cultural card free Alcon products for you and your significant other
- Flexible hours and hybrid work model (3/2/weekly)
- Modern office in Marynarska 15 Warsaw with a lot of facilities inside (3/2/weekly)
WHAT YOULL BRING TO ALCON:
- About 1 year of experience in Customer service com-plaints handling quality management system or similar
- Completed higher education
- Fluent in ENGLISH and ITALIAN
- Computer literacy with standard software platforms
- Effective communicator and ability to work with a variety of departments and regulatory bodies.
Alcon Careers
See your impact at Current Alcon Employee/Contingent Worker
If you are currently an active employee/contingent worker at Alcon please click the appropriate link below to apply on the Internal Career site.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
