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Customer Service Representative - Consumer Affairs

Posted: March 11, 2024
Salary:US$23 - US$25 per hour
Job type: Contract
Discipline:Life Sciences
Work Location:Hybrid

Job description

Position Overview: The Consumer Affairs Representative answers incoming phone calls, email and written correspondence for the purpose of assisting customers/consumers with product questions; handles complaints professionally; performs follow-up calls in a timely manner; completes related administrative tasks in an organized and efficient manner.

Major Responsibilities:

  • Receives incoming phone calls, email and written correspondence from consumers and responds to their requests within company guidelines.
  • Notifies Quality Unit management of any incoming consumer complaints, inquiries or other communications that may constitute a (serious) adverse event and/or (serious) adverse drug reaction.
  • Provides consumers with accurate and current product information, following pre-established company response guidelines, templates, and formats.
  • Handles, resolves and processes consumer complaints.
  • Processes telephone/mail consumer orders.
  • Follows up consumer calls in a timely manner.
  • Documents consumer inquiries and complaints accurately in a database, generates reports and forwards these reports to the appropriate departments/organizations for follow-up.
  • Assists in the creation and modification of internal and external documentation relating to product specific information for consumer inquiries.
  • Uploads and modifies various website content.
  • Ensures timely closure of all open issues and forwards issues to other departments for resolution as appropriate.
  • Assists in Complaint Investigations.
  • Assists in the preparation and compilation of the annual consumer inquiry report.
  • Prepares data and facilitates meetings for management review of consumer complaints and investigations.
  • Administrative duties to include extensive sorting, filing and archiving of all consumer inquiry reports. Other duties and responsibilities as assigned by supervisor.