Complaint Handling Specialist with ITALIAN (Associate, Complaints)

at  Alcon

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.
Complaint Handling Specialist with ITALIAN (Associate, Complaints)
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
• Ensure non complaint related enquiries are sent to the relevant parties, such as Customer Service, Medical Product Information, or manufacturers of non-Alcon devices.

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