Complaint Processing Analyst I

📋 Description

• Handle inbound and outbound contacts from patients, caregivers, HCPs, pharmacies and other
• Provide professional, empathetic and clear customer service, following approved scripts, FAQs and
• Accurately identify when a contact involves a product complaint, an adverse event, or both, and
• Collect all required details for product complaints (e.g., product name, lot/batch number
• Create and update complaint records in the designated systems, ensuring complete, timely and
• Exchange and record case reference numbers when transferring or coordinating with other internal

🎯 Requirements

• Previous experience in a Contact Center, customer service, healthcare support, pharmacovigilance
• Bachelor’s Degree is required; preferably in the life sciences, pharmacy, nursing, or other
• Strong verbal and written communication skills; able to follow scripts while adapting to customer
• High attention to detail and accuracy in data entry and documentation
• Ability to stay calm and professional when dealing with sensitive or emotional calls
• Comfort using multiple systems simultaneously (CRM, complaint systems, call platforms)

🎁 Benefits

• Enhanced Health and Wellness Coverage: comprehensive medical and dental insurance
• Extended Vacation: additional vacation days beyond legal requirements
• Flexible Hybrid Work Model: hybrid work scheme allowing working from home two days a week
• Life Insurance: life insurance policy
• Employee Assistance Program (EAP): professional support with psychological, legal, and financial
• On-Site Health Services: company doctor and physical therapy services