Role: Complaint Intake Analyst - Turkish speaking
Contract: 6 months
Office- Maidenhead (Hybrid - 3 days on site)
Pay: circa £28k per annum
Purpose:
The Complaint Intake Analyst I works to support PMQA through providing the initial triaging of complaints from all channels and serve as the first point of contact with the customer. They will ensure accuracy of data from the customer in order 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.
Responsibilities:
Completes the intake process of complaints through phone, email and OneTrack.
Conducts initial assessment of application for missing information and completes missing information customer outreach process to obtain required data
Conducts the initial identification of the complaint code
Coordinate the logistics for the complaint samples
Partner with internal stakeholders for adverse events
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.
Leads translation services for reporting
Identify the need for a reply letter to customers addressing the results of complaint investigations and send to complaint processing team to create
Qualifications and Skills:
Turkish and English language skills
High school diploma or equivalent required. College or a 2-year Associate Degree is preferred
A minimum of 1-2 years' experience within a call centre, preferably in a healthcare setting
Strong attention to detail, critical thinking, and can work independently with minimal 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
Strong prioritization and time management skillsGuidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy