Complaint Handling Operations Investigator

2 weeks ago

Pune, India Philips Full time

**Job Title**: Complaint Handling Operations Investigator

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

**In this role, you have the opportunity to make life better**

Be part of a diverse global team responsible for Post Market Surveillance and Complaint Handling for all of Philips. You will have to opportunity to work with teams all over the world implementing changes to continuously improve our products and services.

**You are responsible for**
- Investigate complaint records, service records and other sources of customer data to resolve complaints.
- Assess if the Risk assessment is covering the hazard in the complaint.
- Complete all needed records in a timely and accurate manner.
- Confirm complaint condition and determine escalation to corrective action (including CAPA as needed).
- May perform GDTs and Vigilance Reporting as required

May perform other duties as assigned
- Investigates and resolves basic non-reportable complaints through review of product analysis findings or service analysis notes.
- Performs Good Faith Efforts (GFE) when required to gather additional data as needed to support the investigation process.
- Performs internal follow up when additional information is required to support the investigation process.
- Reviews and applies appropriate coding to the record as an input to the complaints process.
- Summarizes complaint investigation
- Completes and provides Customer Response Letters (CRL) or internal responses where applicable upon completion of the investigation.
- Escalates complaint records to a Complaint Handling Process Expert or manager when issues are identified to determine if escalation to a Level 2 or Level 3 Investigator is required.
- Developing professional expertise, applies company policies and procedures to resolve a variety of issues. Frequently interacts with subordinate supervisors and functional peer groups.
- Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

**You are a part of Diverse IGT team**

**To succeed in this role, you’ll need a customer-first attitude and the following**
- Associate degree required; Bachelor’s degree preferred
- Experience
- 6-10yr
- Good Communication skills
- Energetic and Positive attitude

**In return, we offer you** a challenging, innovative environment with great opportunities to explore. Our benefits are very competitive and designed around your preferences:

- A rewarding career in Philips with attractive package.
- A variable bonus based on both Philips results and personal performance
- Extensive set of tools to drive your career, such as a personal development budget, free training and coaching
- Attractive collective health insurance package
- Opportunity to buy Philips shares and products with discount

**How we work at Philips**
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart - which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home - for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:

- We believe in the importance of impactful collaboration:_ There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
- We embrace flexibility:_ Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
- We want to be at our best:_ The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

**Why should you join Philips?**
Working at Philips is more than a job. It’s a calling to create a healthier society throug

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