Your responsibilities

• 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

Our requirements

• About 1 year of experience in Customer service, com-plaints handling, quality management system or similar
• Completed higher education
• Proficiency in English and FRENCH (or ITALIAN)
• Computer literacy with standard software platforms
• Effective communicator and ability to work with a variety of departments and regulatory bodies.

What we offer

• 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

• Possibility to influence the design of the solution responding to business needs to enhance customer experience

• Collaboration and frequent direct interactions with business stakeholders

• Truly international environment and daily interactions with colleagues from all over the world

• Flexible hours and hybrid work model (3/2/weekly)

• Modern office in Marynarska 15, Warsaw, with a lot of facilities inside