Assistant Admin Complaints EN + NL/FR

Are you all about clear communication and customer-centricity? Then this job might just be what you're looking for!

Job description

In general
  • You report to the Senior Manager QA for EMEA-APAC;
  • You are responsible for the registration and administration related to product complaint management for the client's EMEA regions ;
  • You analyse customer complaints and feedback in order to identify trends.

More specifically

  • First point of contact for product complaints ensuring that the customer experience is positive and satisfactory. 
  • Coordination of product complaints:
  1. Respond to customer complaints; 

  2. Coordinate the return of product samples to the relevant factory / supplier, assist in the successful resolution of product quality concerns; 

  3. Log complaints into TrackWise, advising Regulatory Affairs any potential medical device reportable incident; 

  4. Approve replacement and credit refunds through COMIND up to 1,000 Euro; 

  5. Continuously monitor and report on complaint trends developing; 

  6. Escalate potential Adverse/Critical Incidents as required as per regulatory and business processes; 

  7. Provide input and/or data relevant to complaints/critical issues for any reporting; 

  8. Support Critical Incident Coordinator in the event of a product recall or critical incident; 

  • Participate in any QARA meetings with regional QA for EMEA-APAC;
  • Any other duties as requested by the Senior Quality Assurance Manager EMEA-APAC. 

Your profile

We are looking for someone with the following profile: 
  • Excellent verbal and written communication skills;
  • Fluent in English and a second language (preferable French or German), written and spoken;
  • Ability to prioritise critical issues and escalate when necessary;
  • Ability to interpret reports and feedback in plain English;
  • 2+ years of experience in customer service, resolving conflict, handling negotiations, resolving customer's concerns.
  • Customer orientated;
  • Must be able to relate to and communicate with a diverse range of people;
  • Willingness to assist others and reach out for assistance when required;
  • Passion for providing excellence in customer service;
  • Ability to work independently;
  • Friendly, approachable and outgoing personality, ability to build rapport with interested parties.

What we offer

You will be offered: 

  • A competitive salary package and fringe benefits;
  • A full time position;
  • A temporary contract.



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