Pharmaceutical Complaint Resolution Specialist
Há 3 dias
We are seeking a highly skilled Pharmaceutical Complaint Resolution Specialist to join our team at Abbvie. In this role, you will be responsible for handling customer complaints related to our pharmaceutical products and resolving them in a timely and professional manner.
About the RoleThe Pharmaceutical Complaint Resolution Specialist will play a critical role in ensuring that customer complaints are handled efficiently and effectively. This will involve conducting follow-ups with customers to obtain all necessary information, partnering with internal stakeholders to resolve adverse events, and handling sensitive conversations with customers and healthcare professionals.
You will also be responsible for supporting more complex complaints that are escalated and serving as a Subject Matter Expert for a designated product within the team. Additionally, you will decide whether a replacement, credit, or warranty claim is warranted, and will notify the appropriate stakeholders. You will process replacement, credit, or warranty claims for customers, coordinate logistics for complaint samples, and perform data entry and translation of adverse events in the complaint database.
Responsibilities- Conduct follow-ups with customers to obtain all necessary information
- Partner with internal stakeholders to resolve adverse events
- Handle sensitive conversations with customers and healthcare professionals
- Support complex complaints that are escalated
- Serve as a Subject Matter Expert for a designated product within the team
- Decide whether a replacement, credit, or warranty claim is warranted
- Process replacement, credit, or warranty claims for customers
- Coordinate logistics for complaint samples
- Perform data entry and translation of adverse events in the complaint database
To be successful in this role, you will need to have a Bachelor's degree and a minimum of 3-5 years' experience within a call center, preferably in a healthcare setting. You must have English and Spanish skills, as well as strong attention to detail, critical thinking, and the ability to work independently with minimal direction. High-quality customer service skills, ability to express ideas clearly in both written and oral communications, and knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological or device-related products are also essential.
Estimated Salary Range$65,000 - $85,000 per year, depending on location and experience.
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