At SRG we are partnered with Abbvie, a global biopharmaceutical company, who are searching for a Complaint Intake Analyst to join their team. The individual will support Spain and Portugal and therefore fluent Spanish is essential both written and verbally with Portuguese being an additional advantage
The role reports to the Complaints Intake Supervisor, based in Germany, and will be responsible for supporting the initial triaging of complaints from all channels and being the first point of contact with the customer. The role will involve conducting data entry and coordination of work through the appropriate channels and procedures. An additional responsibility will be to handle escalations for complex complaints and serve as a subject matter expert in designated products.
We are looking for candidates preferably with knowledge of pharmaceuticals, QA and experience working in a call centre environment. This is a great opportunity for candidates at the start of their career to gain experience working in a global environment with a specific focus on European countries.
* Completes the intake process of complaints through phone and email into the Complaint Intake Systems which includes translations from local language to English * Communication and cooperation 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* Supports more complex complaints that are escalated* Serve as a Subject Matter Expert for a designated product(s) within the team when required* Support management with any documentation or SOP reviews as required* Support management with any projects / process improvement initiatives, audits and inspections* Where applicable, make vigilance reporting decisions and prepare the relevant vigilance reports, including translation into local language where required, for submission to MOH.
Qualifications and experience:
* English and Spanish languages skills are required, Portuguese is highly desired.* A Level or equivalent qualification as minimum, higher level desirable.* Experience in customer facing or service roles.* Experience in the healthcare, medical device or pharmaceutical industry would be an advantage.* Strong attention to detail, critical thinking, and can work independently with minimal direction* Computer skills and ability to navigate through software systems* Strong prioritization and time management skills
Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.
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