Complaints Specialist (KL)

C16 Cochlear Malaysia SDN BHD. (Malaysia); Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Cochlear Malaysia is seeking a Complaints Specialist to receive, evaluate and report complaints in line with global processes. You will gather details from field staff to support investigations and regulatory reporting, monitor progress to ensure timely closure, and maintain accurate records.

You will assess if a device investigation is required, document root causes and corrective actions, and provide training on complaints procedures to Field staff.

Qualifications

• Minimum Degree in Biomedical/Bioscience or any relevant field.
• Experience in Medical Device/Pharmaceutical environment is highly desirable.
• Strong written and verbal English communication.

Responsibilities

• Gather complaint details from customer facing staff to support investigation and regulatory reports.
• Monitor and progress complaints to ensure timely reporting and closure to meet regulatory requirements.
• Maintain accurate records and keep others informed of updates.
• Assess if complaints require a device investigation and document root cause and corrective actions.
• Provide support and training on complaints processes to Field staff and wider user groups.
• Identify and support improvements to the complaints handling process and reporting.

Skills

Attention to detail

Analytical thinking

Oral and written English communication

Team collaboration

Education

Bachelor's degree in Biomedical/Bioscience or relevant field

Job description

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.

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.

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.

#CochlearCareers Our growth is creating great opportunities! Our team is expanding and we want to hire the most talented people we can. Continued success depends on it. So once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you! We're the global leader in implantable hearing solutions. We have provided more than 600,000 implantable devices, helping people of all ages to lead full and active lives. We help people hear and be heard. We empower people to connect with others and live a full life. We help transform the way people understand and treat hearing loss. We innovate and bring to market a range of implantable hearing solutions that deliver a lifetime of hearing outcomes.