Production Agent - L1

Job Description

for Medical Devices Complaint Investigation- Receives customer Complaints through calls/emails/faxes Ensures accurate capture and entry of Complaint information Owns Complaint handling process Assesses Complaints (events) for reportability 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, 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 Buyer policies and procedures which include Information Security Management Systems Keeps all Buyer information which includes customer information confidential and secured Performs reviews and assessments of complaints processed by peers as part of cross utilization approach Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Prod Quality &Complaint Mgt.(Med Device).