Complaint Intake Analyst - Sao Paulo, Brasil - ABBVIE

ABBVIE

Empresa verificada

Sao Paulo, Brasil

há 2 semanas

Postado por:

Ana Silva

beBee Recruiter

Main responsibilities:

Conducts follow ups to obtain all missed information and include all attempts in complaint database;
Partner with internal stakeholders for adverse events;
Handling sensitive conversations with patients, customers and healthcare professional;
Supports more complex complaints that are escalated and serves as a Subject Matter Expert for a designated product within the team;
Decides whether a replacement, credit, or warranty claim is warranted, and will notify the appropriate stakeholders. Will process replacement, credit or warranty claim for the customer. Coordinate the logistics for the complaint samples;
Data entry and Translation of adverse events in. complaint database;
Maintain a knowledge of countries regulations;
Decision maker for initial vigilance assessment and reports to specific countries. Liaising with Product Surveillance management to ensure that Regulatory bodies requests for further information are addressed in a timely manner;
Pulling data/metrics as needed;
Participate in Audits;
Participate and Coordinate CAPA ́s activities as needed.;
Identify the need for a reply letter to customers addressing the results of complaint investigations and send to complaint processing team to create;
AE Training to new hires, vendor and distributor for all countries.

Qualifications:

Bachelor's degree;
A minimum of 35 years' experience within a call center, preferably in a healthcare setting;
English and Spanish skills are mandatory;
Strong attention to detail, critical thinking, and can work independently with mínimal 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, including Excel;
Strong prioritization and time management skills.