Analyst, Product Complaint I

These roles are responsible for handling inbound and outbound interactions (phone, email and other channels) from patients, HCPs and customers, while accurately identifying, documenting and routing product quality complaints and related safety information. This role ensures excellent customer experience, compliant intake of information, and timely communication with internal quality and safety teams. Key Responsibilities Customer Contact & Case Intake

• Handle inbound and outbound contacts from patients, caregivers, HCPs, pharmacies and other customers through phone and additional channels.
• Provide professional, empathetic and clear customer service, following approved scripts, FAQs and product information.
• Accurately identify when a contact involves a product complaint, an adverse event, or both, and follow the appropriate intake and reporting process.

Product Complaints Do...