Job Title: Complaint Intake Analyst - Spanish and German SpeakingLocation: Marlow (hybrid three days in office with two from home)Contract: 12 monthsSalary: £28k per annumHours: Monday - Friday 5 hours per week Job DescriptionWe are looking for a customer service representative for a leading pharmaceutical company based in Marlow.
As part of the role, you will be working to support PMQA through providing the initial triaging of complaints from all channels and serves as the first point of contact with the customer.
They will ensure accuracy of data from the customer to make the initial identification of the complaint code.
They will conduct data entry and coordination of work through the appropriate channels as determined by established business rules.
They will also handle escalations for complex complaints and serve as a subject matter expert in designated products.Key Responsibilities Completes the intake process of complaints through phone and email into the Complaint Intake Systems which includes translations from local language to English when required, the initial identification of the complaint code, conducting follow up activities for missing information, coordinating the logistics of complaint sample returns and communicating the results of the complaint investigations when requested/required.Communicate and cooperate with customers and distributors involved in the reported complaintsInternal communication and cooperation with relevant local or global stakeholders in other departments involved with complaints management within the organization, like affiliate CQA, Medical Information, Regulatory Affairs and PharmacovigilanceSupports more complex complaints that are escalatedServe as a Subject Matter Expert for a designated product(s) within the team when requiredWhere applicable, decide whether a replacement, credit, or warranty claim is warranted, and notify the appropriate stakeholders to complete the process.
OR complete activities to process the replacement, credit or warranty activities for the customer.Where applicable, partner with affiliate CQA for translation or communication support when neededSupport management with any documentation or SOP reviews when neededPartner with other departments to address queries/inquiries e.g.
Medical Info, Regulatory, PVSupport management with any projects / process improvement initiativesSupport management during audits and inspectionsWhere applicable, make vigilance reporting decisions and prepare the relevant vigilance reports for submission to MOH.Where applicable, translate vigilance reports into local language for submission to MOHQualifications and SkillsQualifications and Skills:High school diploma or equivalent required.
College or a 2-year associate degree is preferredMust be able to communicate clearly in a variety of languages including English, German and SpanishExperience in a Quality environment or customer service support role, preferably in a healthcare settingStrong attention to detail, critical thinking, and can work independently with minimal directionHigh quality customer service skillsAbility to express ideas clearly in both written and oral communicationsKnowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological or device related products.Computer skills and ability to navigate through software systemsStrong prioritization and time management skills