Complaints Specialist

2 weeks ago

Kuala Lumpur, Malaysia Cochlear Ltd Full time

Change people’s lives and love what you do Cochlear develops world-leading medical devices that help people hear. As a top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives.

Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities.

The Opportunity

The Complaints Specialist will be responsible for receiving, evaluating and reporting of complaints received by Cochlear as per the Global Complaint Handling processes.

Responsibilities include:

- Gather complaint details from customer facing staff (Field staff) to support complaint investigation and MDR and Vigilance report compilation.
- Monitor and progress complaints to ensure timely reporting and closure to meet regulatory requirements.
- Maintain accurate records and keep others informed when records change or updated.
- Assess if complaints require a device investigation per the QMS procedures and document root cause and corrective actions if relevant.
- Provide support and training on complaints processes and procedures to Field staff and wider user groups as required.
- Identify and support implementation of improvements to the complaints handling process, reporting and other interfacing processes and procedures.

Position Specific Skills and Challenges
- Critical/analytical thinker with strong attention to detail
- Ability to work effectively both independently and as a member of a cross-functional team
- Strong communication skills with demonstrated ability to collaborate
- Flexible and adaptable with ability to manage multiple priorities to deadline

Key Requirements
- Minimum Degree in Biomedical/Bioscience or any relevant field
- Working experience in similar capacity is an added advantage.
- Experience working in the Medical Device/ Pharmaceutical environment is highly desirable.
- Ability to problem solve and think analytically with a continuous improvement mindset
- Attention to details and accuracy in data is highly critical for this role.
- Ability to comprehend written communication in English from staff where English is not their first language.
- Good English written and oral communication is a MUST for this role.
- FRESH GRADUATES ARE ENCOURAGED TO APPLY FOR THIS ROLE.

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