Complaint Resolution Specialist

7 hours ago

Bengaluru, Karnataka, India beBeeCustomer Full time US$ 50,000 - US$ 70,000

We are seeking a highly skilled professional to join our team as a Complaint Resolution Specialist. This exciting role involves receiving, categorizing, trending, and logging complaints for the US market. The successful candidate will also coordinate the return of complaint samples for product quality related complaints from customers.

The Opportunity

This includes handling complaints reported by US customers via live phone call, email, and voicemail. As a Complaint Resolution Specialist, you will be responsible for logging in Avaya Phone application between 6:30 PM IST (9:00 AM EST) to 2:30 AM IST (5:00 PM EST) to receive live phone calls related to complaints handling.

The received complaints will be processed in TrackWise application, including classification into multiple categories and sending notifications to respective manufacturing/packaging sites located globally requesting investigation.

  • Phone Etiquettes and Customer Service Skills:
  • Positive customer relationships with productive interactions related to Complaint issue.
  • Gain better understanding of the issue, obtaining more information.
  • Provide update on investigation status.
  • Coordinating and checking the availability of Complainant Sample for return to investigating sites.

You will also be responsible for providing excellent customer service by providing product replacement in relation to product quality complaints reported, while maintaining our principles and compliant practices.

Key responsibilities include:

  • Complaint Processing: Performs the functions associated with receiving, trending, logging, and coordinating the return of the complaint samples for product quality related Complaints.
  • Assists QAS Intake team management in handling of QAS Intake team activities.
  • Participate and contribute to the continuous improvement activities of the QAS group.

Requirements:

  • Bachelor of Science Degree in a scientific field preferably.
  • Understanding of US Code of Federal Regulations (CFR), Current Good Manufacturing Practices (cGMP).
  • Excellent written and verbal communication skills in English Language.
  • Flexibility to work in continuous permanent night (6:30 PM to 2:30 AM IST) Availability to take phone calls with external customers continuously during the US business hours.

We are committed to equal opportunity in employment and are an inclusive workplace for all.

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