Production Agent - L1

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•Job Description for Medical Devices Complaint  Investigation-

Receives customer Complaints through calls/emails/faxes
• Ensures accurate capture and entry of Complaint information
• Owns Complaint handling process
• Assesses Complaints (events) for reportability
• Follow-ups for additional information and product returns
• Primary, single source customer contact
• Responsible for gathering event registration information (as defined by
SOP’s) from customers
• Owns and manages the event through registration through potential
regulatory reporting, sample retrieval, investigation, provide customer
response and ultimately to closure/reopening as needed
• Responsible for contacting SME’s, 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 Buyer policies
and procedures which include Information Security Management
Systems
• Keeps all Buyer information which includes customer information
confidential and secured
• Performs reviews and assessments of complaints processed by peers as
part of cross utilization approach                                                                                                                                                        

 

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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

No	Performance Parameter	Measure
1	Process	No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2	Self- Management	Productivity, efficiency, absenteeism, Training Hours, No of technical training completed