Responsibilities

• Evaluating customer inquiries and ensuring completeness of records

• Performing due diligence tasks due to wrong or missing information, by contacting customers in their local language

• Closing customer inquiries if it does not meet the definition of a medical device complaint

• Closing customer complaints if the record is a duplicate

• Converting customer inquiries into medical device complaints within a defined timeline

• Translating customer input into English, as applicable

• Re-evaluating closed customer inquiry as non-complaint from new or updated information

• Collaborating with local intake teams

• Initiating continuous improvement activities

• Communicating and collaborating with the Triage Data Surveillance team

• Assisting Global Complaints Handling Management in the successful identification and resolution of quality issues associated with complaints

• Serving as a backup for the Global Vigilance team to support high volume spikes

• Bachelor of Science degree with relevant years of experience in supporting customer service or support operations

• Relevant years of experience in healthcare domain will be a great advantage

• Should have worked for customers in the EMEA region

• Native speaker of at least one EU language and English

• Experience in Medical Device / Healthcare domain

• Demonstrated working knowledge of Medical Device Quality Systems regulations including ISO 13485, 21CFR820, and 21CFR803

• Knowing to speak/read/write in more than one EU languages will be an added advantage

• Ability to effectively prioritize and manage workload.

• Knowledge / ability to utilize various software / database sources

• Friendly, patient, with a high sense of customer care

• Multicultural and very diverse environment with people from over 30 countries

• Genpact supports language courses, professional trainings, personal development

• Friendly working environment (Best Office Award 2015), including gym, cafeteria, hairdresser and a medical center, all conveniently located on the office campus

• Great career-development opportunities

• Opportunities to leverage your accounting and finance skills

• Opportunity for process improvement/simplification/standardization

• Flexible working hours/home office