Complaints Specialist (KL)

Cochlear Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

Cochlear Malaysia Sdn Bhd invites applications for a Complaints Specialist to support complaint intake, evaluation and reporting within global processes.

The role requires attention to detail, strong English communication and the ability to work independently or within cross-functional teams. Fresh graduates are encouraged to apply, with opportunities to develop in a global medical device environment.

Qualifications

• Minimum Degree in Biomedical/Bioscience or any relevant field.
• Experience in similar role is an advantage.
• Experience in Medical Device/Pharmaceutical environment is desirable.
• Ability to solve problems with a continuous improvement mindset.
• Attention to detail and data accuracy is critical.

Responsibilities

• Receive, evaluate and report complaints per global processes.
• Gather complaint details from field staff to support investigations.
• Monitor and progress complaints to ensure timely regulatory reporting.
• Maintain accurate records and inform stakeholders of updates.
• Assess if device investigations are required and document root cause actions.
• Provide training on complaints processes to staff and users.
• Identify improvements to complaints handling, reporting and interfaces.

Skills

Analytical thinking

Independent worker

Communication skills

Multitasking

Education

Biomedical/Bioscience degree

Job description

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.

Cochlear Malaysia provides shared services to support Cochlear's global operations. The growing team of professionals in Malaysia provides critical support in areas such as IT infrastructure and applications, development and testing, business intelligence development and support, procurement, customer service, service and repairs and returned device analysis engineering. If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear.

Cochlear is an organisation you can be proud to be part of. Underpinning our position as a global market leader is the quality of our people. You will get to work with talented, friendly and supportive colleagues who are dedicated towards making a difference. We are an expanding workforce that has grown from only 500 in 2004 to more than 2,700 today. We have built our business to support over 200,000 recipients globally with direct operation in 20 countries and distribution in 100 countries. Leveraging of our scale and global reach, we pursue a breadth of research and development activities that will bring the most significant technologies, products and services to market for our recipients. Currently we are involved in over 79 collaborative research programs, involving 131 centers across 19 countries.

Organisational growth

For 30 years Cochlear has been the global leader in implantable hearing solutions. Our commitment to shaping the future of our industry means we work hard to achieve long- term sustainable financial growth. Every year we make significant investments in research and development, so we continually improve our products and stay at the leading edge of technological advancements. Testaments to our effective R&D undertakings are more than 100 registered patent families and multiple industry awards. Today, our products set new benchmarks in hearing performance with the most reliable implants on the market. As we continue to launch new products and revolutionise the industry, you will experience a new era of growth, change and opportunity right across the business. Now is truly an exciting and challenging time to join our transforming and growing business.

Cochlear is an organisation you can be proud to be part of. Underpinning our position as a global market leader is the quality of our people. You will get to work with talented, friendly and supportive colleagues who are dedicated towards making a difference. We are an expanding workforce that has grown from only 500 in 2004 to more than 2,700 today. We have built our business to support over 200,000 recipients globally with direct operation in 20 countries and distribution in 100 countries. Leveraging of our scale and global reach, we pursue a breadth of research and development activities that will bring the most significant technologies, products and services to market for our recipients. Currently we are involved in over 79 collaborative research programs, involving 131 centers across 19 countries.

Organisational growth

For 30 years Cochlear has been the global leader in implantable hearing solutions. Our commitment to shaping the future of our industry means we work hard to achieve long- term sustainable financial growth. Every year we make significant investments in research and development, so we continually improve our products and stay at the leading edge of technological advancements. Testaments to our effective R&D undertakings are more than 100 registered patent families and multiple industry awards. Today, our products set new benchmarks in hearing performance with the most reliable implants on the market. As we continue to launch new products and revolutionise the industry, you will experience a new era of growth, change and opportunity right across the business. Now is truly an exciting and challenging time to join our transforming and growing business.