Complaint Handling Specialist with Polish & English (fixed term)

•  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

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

• Completed higher education

• 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 

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