Customer Care Representative - Hamburg, Deutschland - Genpact

Beschreibung

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Inviting applications for the role of the Customer Care Representative with German – Remote Germany

The Customer Care Representative is an integral member of the global complaint handling team whose primary role is to ensure that the client quality system requirements in relation to the global triage process are effectively established and maintained in accordance with applicable regulations. In this role, the candidate will be performing the day-to-day task to determine if a customer inquiry meets the definition of a medical device complaint. The Customer Care Representative will contribute towards the Data Surveillance & Complaint Evaluation activities involved in the triage process.

Responsibilities

In the Global Triage process, as a Customer Care Representativeyou will be responsible for some, or all the activities below related to Data Surveillance and Complaint evaluation and will perform these activities as agreed with your triage process operations management team:

Monitoring source (data entry) system updates

• Updating information from source systems in English into the Global Complaint Handling System (GCHS)

• Communicating to the Complaint Owner new or updated information from a complaint

• Communicating with the triage complaint evaluator new or updated information from an inquiry

• Entering customer inquiries into GCHS for specific sources

• Communicating and collaborating with other triage team members

• Assisting Global Complaints Handling Management in the successful identification and resolution of quality issues associated with complaints.

• Maintaining quality records to ensure compliance with global Olympus requirements.

• Evaluating customer inquiries and ensuring completeness of records

• Performing due diligence tasks due to wrong or missing information, by contacting customers in their local language

• Closing customer inquiries if it does not meet the definition of a medical device complaint.

• Closing customer complaints if the record is a duplicate.

• Converting customer inquiries into medical device complaints within a defined timeline

• Performing translation of triage data records into local language & English, as applicable

• Re-evaluating closed customer inquiry as non-complaint from new or updated information

• Communicating and collaborating with other stakeholders involved in the triage process including quality analysts, complaint owners, training teams, regional leaders, local intake teams

• Perform activities as per the SOPs, Work Instructions, Job Aids and training materials provided by the triage management team

• Assisting in the successful identification and resolution of quality issues associated with triage process. Provide necessary support to QA (Quality Assurance) teams to ensure performance of QA activities

• Serving as a backup for other Triage analysts (that perform either Data surveillance or Complaint Evaluation activities) to maintain staffing levels.

• Perform any additional support activities that are required by the triage operations management team for the effective performance of the triage team

• Serving as a backup for the Global Vigilance team to support high volume spikes

Qualifications / Skillset

Minimum qualifications

• Bachelor of Science degree with relevant experience in supporting customer service or support operations

• Relevant experience in healthcare domain will be a great advantage

• Should have worked for customers in the EMEA region

• Native speaker of German and good command in English. Local language skills to be at C2 levels in Written, Reading, Speaking & Listening

Preferred Qualifications / Desired Skills

• Experience in Medical Device / Healthcare domain

• Demonstrated working knowledge of Medical Device Quality Systems regulations including ISO 13485, 21CFR820, and 21CFR803

• Knowing to speak/read/write in more than one EU languages will be an added advantage

• Ability to effectively prioritize and manage workload.

• Knowledge / ability to utilize various software / database sources

• Friendly, patient, with a high sense of customer care

Work Timings

• Business Days – Monday to Friday, 9am to 5pm, CET. Sometime depending on the business need, the triage analyst can expect flexibility in the work schedule.

• Weekend Support – Saturday, 9am to 5pm, CET. Additional benefits shall be provided for associates supporting on Saturdays.

• The first 4 months after onboarding into the triage process will be onsite (working from office) and after that the hybrid schedule shall be followed as agreed between the triage analyst & the triage operations management team.

What can we offer?

• Multicultural and very diverse environment with people from over 30 countries

• Genpact supports language courses, professional trainings, personal development

• Friendly working environment (Best Office Award 2015), including gym, cafeteria, hairdresser and a medical center, all conveniently located on the office campus

• Great career-development opportunities

• Opportunities to leverage your accounting and finance skills

• Opportunity for process improvement/simplification/standardization

• Flexible working hours/home office

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.