Allergan Aesthetics PH Case Manager
Job Description
The Complaint Intake Analyst II works to support PMQA through providing the initial triaging of complaints from all channels and serve as the first point of contact with the customer.
They will ensure accuracy of data from the customer in order to make the initial identification of the complaint code. They will conduct data entry and coordination of work through the appropriate channels as determined by established business rules.
They will also handle escalations for complex complaints. They will also serve as a subject matter expert in designated products.
Completes the intake process of complaints through phone, email and OneTrack.
Conducts initial assessment of application for missing information and completes missing information customer outreach process to obtain required data
Conducts the initial identification of the complaint code
Coordinate the logistics for the complaint samples
Partner with internal stakeholders for adverse events
Supports more complex complaints that are escalates
Serves as a Subject Matter Expert for a designated product within the team
Decides whether a replacement, credit, or warranty claim is warranted, and will notify the appropriate stakeholders. Will process replacement, credit or warranty claim for the customer.
Leads translation services for reporting
Identify the need for a reply letter to customers addressing the results of complaint investigations and send to complaint processing team to create
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