Product Quality Complaint Associate - Pharma

Michael Page; Selangor; On-site; MYR 48,000 - 60,000; Full time

Job summary

A leading global pharmaceutical company in Selangor is seeking a Product Quality team member to handle customer complaints effectively and ensure compliance with industry standards. The role requires a Bachelor's degree in a healthcare field and strong communication skills. Flexibility in working hours is offered, along with opportunities to be part of a global team.

Benefits

Flexible working arrangement

Opportunities for career development

Participation in a global medical team

Qualifications

• Strong professional verbal communication required.
• Ability to document and classify complaints accurately.
• Experience in responding to customer inquiries.

Responsibilities

• Receive and respond to product complaints from customers.
• Coordinate with departments to resolve complaints.
• Maintain records of all complaints and interactions.

Skills

Proficient in written English

Strong verbal communication skills

Excellent active listening

Time management skills

Strong interpersonal skills

Advanced computer skills

Critical thinking

Problem-solving skills

Education

Bachelor's degree in a healthcare field

Job description

• Global pharmaceutical MNC
• Flexible working arrangement

About Our Client

Our client is a global pharmaceutical MNC, committed to improving life and health around the world, with constant innovative medicines. They are looking to expand their team, a Product Quality team to provide even better customer services. This role offers an exciting opportunity to contribute to a company that puts people first, and is dedicated to making life better for people worldwide. The successful candidate will be handling customer queries and ensuring compliance with industry standards.

Job Description

• Receive and respond to product complaints from customers via phone, email, and other communication channels in a professional and timely manner.
• Document, classify and process complaints according to established guidelines and procedures.
• Conduct initial assessments of complaints and follow troubleshooting requirements to determine complaint nature and required follow-up action.
• Coordinate with relevant departments to investigate and resolve complaints, ensuring that customers receive accurate and comprehensive information.
• Follow up with customers to provide updates on the status of their complaints and ensure satisfactory resolution.
• Maintain detailed and accurate records of all complaints and interactions in the company's customer response database.
• Identify trends and patterns in complaints to help improve products and services.
• Stay informed about product specifications, resources, company policies, and industry regulations to provide accurate information and support to customers.
• Participate in training programs to stay updated on product knowledge, complaint handling procedures, and customer service best practices.
• Adhere to all company policies, procedures, and ethical standards while performing job duties.
• Integrate compliance into daily activities, comply with any corrective actions & cooperate with investigations, monitoring and audits when required.

The Successful Applicant

• Proficient in written English with strong professional verbal communication skills.
• Bachelor's degree in a healthcare field (preferably medicine, pharmacy, or Biosciences).
• Excellent active listening and effective verbal communication abilities.
• Skilled in writing clear, concise, and accurate responses to customer inquiries.
• Proven time management skills and ability to perform well under pressure.
• Strong interpersonal skills with adaptability to diverse environments.
• Capable of understanding and conveying complex medical information.
• Advanced computer skills, including databases, word processing, spreadsheets, presentations, and templates.
• Strong cognitive abilities, including verbal reasoning, attention to detail, critical thinking, problem-solving, and analytical skills.

What's on Offer

• Chances to be part of the global pharmaceutical medical team
• Chances to explore and service for regional market
• Flexibility in working hours