Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

P͏rincipal Responsibilities

· Day-to-day complaint management of complaint records, including intake, follow up, triage and entry, in accordance with local and international regulations, guidelines, and applicable directives.

· Receipt of initial complaint from any source (external and internal) and ensuring all information/data is accurately captured at point of contact.

· Responding to all inbound calls regarding complaints. For any inquiries or issues that do not pertain to complaints, escalate them according to the established escalation procedures.

· Maintaining an understanding of information/data required to be collected for technical and adverse events/ reportable complaints to ensure compliance with regulations and directives.

· Reviewing complaint data, assessing against reporting requirements and escalating for additional potential safety evaluation.

· Performing intake / follow up / data entry activities and attaching corresponding source documents in a timely manner in a high volume, fast paced setting per requirements and directives.

· Reviewing record documentation and follow-up activities for completeness and timeliness. Closing files according to established guidelines to meet required timelines.

· Maintaining a working knowledge of company policies and procedures, departmental processes, and associated procedures and work instructions, Philips IGT devices for IFUs, Manuals, Promotional Material; coronary and therapeutic procedures.

· Informing management of potential safety issues, emerging trends and/or concerns.

· Performs reviews and assessments of complaints processed by peers as part of cross utilization approach.

· Responsible for contacting SME’s, QAs, Team Lead as needed to obtain complaint closure.

· Responsible in timely escalation of significant events to the Team Lead

· Keeps oneself updated, aware of, and compliant to all Company and Customer policies and procedures, departmental processes, especially to associated procedures and work instructions relevant to the role

· Keeps all company information, which includes customer information, confidential and secured.

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver