Complaint Intake Specialist

Role overview

Key duties

• Process phone and email complaints through the Complaint Intake Systems.
• Translate complaints when required, identify complaint codes, and follow up on missing information.
• Coordinate sample returns and communicate investigation outcomes to customers and distributors.
• Cooperate with CQA, Medical Information, Regulatory Affairs, and Pharmacovigilance stakeholders.
• Support escalated complaints and act as a subject matter expert for designated products.
• Process replacement, credit, or warranty activities when applicable.
• Support process improvement projects, documentation and SOP reviews, audits, and inspections.
• Prepare or translate vigilance reports for Ministry of Health submissions when applicable.
• Report adverse events within 24 hours under company policies and procedures.
• Participate in WHS programs and maintain compliance with company conduct and training requirements.

Required qualifications

• High school diploma or equivalent is required.
• Strong attention to detail and critical-thinking skills.
• Ability to work independently with minimal direction.
• High-quality customer service skills.
• Clear written and oral communication skills.
• Experience in a quality environment or customer service support role, preferably in healthcare, is preferred.

Flexibility and availability

• The role may require occasional participation in international business meetings outside standard working hours.

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