At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

The Medical Complaint Handling Specialist is responsible for processing of complaint records involving Alcon devices and products across the EMEA region. You will include intake/system entry, triage and all related customer communications such as follow up and final responses.  All complaint handling activities shall comply with local and international regulations, guidelines, and applicable directives. This position is based in Prague. In this role, a typical day will include:

• Manage collection, data entry, processing, documentation, reporting and follow-up of all technical product complaints and adverse event (AE) reports for all Alcon products from healthcare professionals (HCPs), patients, internal Alcon personnel, clinical trials, non-interventional studies, and customer-oriented marketing programs (COMPs), literature, spontaneous reports, etc. in a timely manner per SOPs, regulations and directives. 

• Transcribe, translate and enter all data available in the source documents or retrieved from phone calls and/or follow-ups, into safety systems accurately and consistently with emphasis on timeliness and quality.

• Maintain a working knowledge of company policies and procedures, departmental processes, and associated work instructions to ensure an understanding of information/data collection required and associated timelines for technical and AE complaints to assure compliance with regulations and directives. 

• Review potential complaint data received via safety system(s), service records, Alcon's website, CRM system, and other methods, as required. 
  Triage/address calls from all sources for quality technical complaints, Adverse Events, requests for refund, requests for replacement product and requests for credit. 

• Facilitate/arrange returns of samples originating from hospitals, clinics, opticians, end-customers, etc. for shipping to manufacturing sites for analysis 
  Inform management of potential safety issues, emerging trends and/or concerns. 

• Prepare and submit response letters to inform patients/customers about the results of investigation. 

• Ensure non-complaint related enquiries are sent to the relevant parties, such as Customer Service, Medical Product Information or manufacturers of non-Alcon devices. 

• Treat privacy data related to complaints with appropriate attention in line with local requirements and GDPR. 

WE ARE SEEKING:

• Minimum 1 year of experience in Customer service, complaints handling, quality management system or similar.

• Fluent in English and Czech. Proficiency in other European languages may be advantageous, such as Balkan languages or Greek

• Computer literacy with standard software platforms

• Effective communicator and ability to work with a variety of departments and regulatory bodies.

• Demonstrates the Company’s Values and Behaviors

• Quality and focus-oriented

• Problem-solving and listening skills, able to manage and solve multiple complaints

• Customer-oriented focused

HOW YOU CAN THRIVE AT ALCON:

• 12 months ´contract

• Comprehensive benefits package

• Training and continuous development; Be part of a high performing leader in ophthalmology company with a lot of opportunities to further develop your professional career.

• Work with people who are passionate of delivering outcomes and a culture of simplification and ownership 

• Possibility to influence the design of the solution responding to business needs to enhance customer experience

• Collaboration and frequent direct interactions with business stakeholders

• Truly international environment and daily interactions with colleagues from all over the world

•  Friendly and collaborative culture; Work in a challenging environment with an outstanding team that will support him to achieve goals and performance.

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