Complaint Resolution Specialist
hace 1 mes
About Institut Straumann Ag
Job Purpose
The Complaint Handling Specialist ensures the prompt and accurate distribution of customer complaints to the appropriate manufacturers. This position acts as the central point of receiving and distribution of complaints from around the world to headquarters.
Main Responsibilities
Key Tasks:
- Verify the completeness and accuracy of received complaints.
- Receive complaints from around the world, sort, and ship products/documents to the correct manufacturer.
- Process complaints within the given deadline.
- Enter data into the CRM system to track complaints and ensure timely resolution.
- Maintain high levels of attention to detail and organization throughout the complaint-handling process.
- Archive complaints for future reference and auditing.
- Escalate any issues or concerns to ensure swift resolution and continuous process improvement.
- Scan or photograph submitted products into the database for examination and processing by HQ.
- Respond promptly to HQ requests, ensuring clear communication and action on urgent issues.
- Conduct additional assessments as required by HQ, including fit tests, acquiring additional images, and other diagnostic activities.
- Manage and oversee the work of students or support staff in conducting scanning and other administrative tasks.
- Train and guide students or support staff in their roles, promoting adherence to compliance standards and procedures.
Requirements:
- Technical background.
- Excellent English language skills (spoken and written), with Portuguese being an advantage.
- Strong MS Office knowledge (Word, Excel, Outlook, etc.).
- Experience with SAP ERP and CRM is a plus.
- Dental or dental technical background is a plus.
- Knowledge/experience in a regulated industry is advantageous.
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