Sr. Associate I, Complaints (Korean Speaker)

Alcon MX; Malaysia; On-site; MYR 6,000 - 9,000; Full time

Job summary

Alcon MX in Malaysia seeks a dedicated Complaints Specialist to manage day-to-day quality technical and adverse event records for Alcon devices and OTC products. You will handle intake, triage, follow-up, and data entry in safety systems, ensuring regulatory compliance across local and international directives.

The role requires 1–2 years in pharma/medical device industries, strong English and Korean language skills, and a technical mindset with a customer/quality focus.

Qualifications

• Tertiary qualification in ophthalmology or science or healthcare discipline.
• 1–2 years of experience in pharmaceutical and medical device industries; proven ability in implementing quality and documentation systems; track record of handling complaints.

Responsibilities

• Ensure compliance of the regional/country complaint handling process for all Alcon products in local and international regulations.
• Receive initial complaints and ensure information is captured at point of contact.
• Maintain understanding of information required for technical and AE complaints to ensure regulatory compliance.
• Manage technical and AE complaint records in designated safety systems.
• Triage quality/technical complaints and requests for refunds or replacements.
• Close files within established timelines and maintain company policies and procedures.

Skills

Technically competent

Customer quality focus

Empowerment / accountability

Mutual respect / trust / loyalty

Education

Tertiary qualification in ophthalmology or science

Job description

POSITION OVERVIEW

Responsible for day to day case management of quality technical and adverse event complaint records, including intake, follow up, triage, and system entry, involving Alcon devices and OTC products. Complaints handling accountabilities reflect activities required to comply with local and international regulations, guidelines and applicable directives.

KEY RESPONSIBILITIES

• Ensure compliance of the regional/country complaint handling process for all Alcon products, including intake, follow up and triage for reports of quality/technical complaints and Adverse Events incompliance with local and international regulations, guidelines and applicable directives.
• Receive initial complaint from any source (ECPs, patients, internal Alcon personnel) and assure all information/ data is accurately captured at pint of contact
• Maintain an understanding of information or date required to be collected of technical and AE complaints to assure compliance with regulations and directives
• Manage technical and adverse event complaint records for assigned areas using designated safety systems
• Review potential complaint data received via safety systems and other methods as required
• Perform intake/follow up/ data entry activities and attached corresponding source documents in a timely manner per requirements and directives.
• Perform all necessary reconciliation activities including for all customer oriented programs in accordance with procedures
• Triage/address calls from all sources for quality technical complaints, Adverse Events, request for refund, request for replacement product and requests for credit
• Adheres to require metrics for all complaint intake responsibilities
• Arrange for replacement , product return and shipping of samples to QA side for analysis
• Closes files according to establish guidelines to meet required timelines
• Maintain a working knowledge of company policies and procedures, departmental processes, and associated work instructions
• Evolving local and international regulations, guidelines and applicable directives Alcon products for assigned therapeutic areas and corresponding documentation (Product Insets, DFUs, Manuals, Promotional Materials)
• Informs management of potential safety issues, emerging trends and concerns

WHAT YOU’LL BRING TO ALCON

• Education: Tertiary qualification in ophthalmology or Science; or other healthcare discipline
• Languages: Fluent in English and Korean (spoken and written)
• Key Competencies/Behaviours: Technically Competent.
• Results Driven Customer / Quality Focus
• Empowerment / Accountability
• Mutual Respect / Trust / Loyalty
• Experience: 1- 2 years of experience in pharmaceutical and medical device industries Proven ability in implementing quality and documentation systems. Record of accomplishment of tracking complaints

WHAT YOU CAN THRIVE AT ALCON

• Opportunity to work with a leading global medical device company
• Collaborate with a diverse and talented team in a supportive work environment
• Competitive compensation package and comprehensive benefits
• Continuous learning and development opportunities

At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.

Alcon, we are committed to helping people see better. We believe patients should have access to quality eye care regardless of their economic circumstances; however, barriers to good eye health exist for patients in both developed and emerging markets. Alcon develops and manufactures innovative devices to serve the full life cycle of eye care needs. Its surgical group is one of the largest makers of equipment used for cataract removal and laser vision correction. Its consumer products include the well-known Opti-Free line of contact lens solutions and related products. Alcon, which was founded in 1945, sells its products in 180 countries worldwide.