Complaint Handling Specialist with Dutch andor French (Benelux market)

At Alcon were passionate about enhancing sight and helping people see brilliantly. With more than 25000 associates we innovate fearlessly champion progress and act swiftly to impact global eye health. We foster an inclusive culture recognizing your contributions and offering opportunities to grow your career like never before. Together we make a difference in the lives of our patients and customers. Are you ready to join us

This role is part of Alcons 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 withDutch 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 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

WHAT YOULL BRING TO ALCON:

• About 1 year of experience in Customer service com-plaints handling quality management system or similar

• Bachelorsdegreecompletedor 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 modelpreferred.

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

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