Production specialistWipro

Complaint Specialist (AA)
PRINCIPAL RESPONSIBILITIES:
Receives customer Complaints through calls/emails/faxes
Ensures accurate capture and entry of Complaint information
Owns Complaint handling process
Assesses Complaints (events) for proposed MDR reportability and submits assessment to client
Follow-ups for additional information and product returns
Primary, single source customer contact
Responsible for gathering event registration information (as defined by SOP's) from customers
Owns and manages the event through registration through potential regulatory reporting, sample retrieval, investigation, provide customer response and ultimately to closure/reopening as needed
Responsible for contacting SME's, QAs, Team Lead as needed to obtain complaint closure
Responsible in timely escalation of significant events to the Team Lead
Keeps oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
Keeps all company information which includes customer information confidential and secured
Performs reviews and assessments of complaints processed by peers as part of cross utilization approach
Bachelors of Science in Nursing or Pharmacy
Preferably with clinical experience and/or a Registered Nurse/Pharmacist
1-year experience in any BPO and/or customer communication experience preferred
Wipro

Cebu City, Cebu
Permanent
Full-time