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Complaint Resolution Specialist

2 meses atrás

São Paulo, São Paulo, Brasil Abbvie Tempo inteiro

**Job Summary**

Abbvie is seeking a highly skilled Complaint Intake Analyst to join our team. As a key member of our Complaint Handling department, you will play a critical role in ensuring that customer complaints are thoroughly investigated and resolved in a timely and professional manner.

**Key Responsibilities**

• Conduct thorough investigations into customer complaints, gathering all relevant information and documenting findings in our complaint database.

• Collaborate with internal stakeholders, including product surveillance management, to ensure that regulatory bodies' requests for further information are addressed promptly.

• Develop and maintain a deep understanding of countries' regulations and ensure compliance with all relevant laws and guidelines.

• Serve as a Subject Matter Expert for designated products, providing guidance and support to colleagues as needed.

• Make informed decisions regarding replacement, credit, or warranty claims, and notify stakeholders accordingly.

• Coordinate logistics for complaint samples and ensure timely processing of replacement, credit, or warranty claims.

• Maintain accurate and up-to-date records of complaint investigations and resolutions.

• Participate in audits and CAPA activities as needed, ensuring that our complaint handling processes are robust and effective.

• Develop and deliver training programs for new hires, vendors, and distributors on adverse event reporting and complaint handling procedures.

**Requirements**

• Bachelor's degree in a relevant field.

• Minimum 3-5 years' experience in a call center, preferably in a healthcare setting.

• Strong English and Spanish language skills, with excellent written and verbal communication skills.

• Ability to work independently with minimal direction, with strong attention to detail and critical thinking skills.

• High-quality customer service skills, with a focus on resolving customer complaints in a timely and professional manner.

• Strong prioritization and time management skills, with the ability to navigate multiple tasks and deadlines.