Complaint Handling Specialist with EU language

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 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 Alcon's 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 with EU language

Complaints Handling Specialist 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, etc. in 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, Alcon's 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

• Inform management of potential safety issues, emerging trends and/or concerns

• Prepare and submit response letters to inform patients/customers about the results of investigation

• Is cognizant of and works efficiently within applicable time zones

• Works efficiently with online meetings

• Ensure non complaint related enquiries are sent to the relevant parties, such as Customer Service, Medical Product Information, or manufacturers of non-Alcon devices

• Treat privacy data related to complaints with appropriate attention in line with local requirements and GDPR

WHAT YOU’LL BRING TO ALCON:

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

• Completed higher education

• Proficiency in English and any European language (eg. French, Dutch, German, etc.)

• Computer literacy with standard software platforms

• Effective communicator and ability to work with a variety of departments and regulatory bodies.

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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