Roles and Responsibilities:
Multitask which includes pulling up of relevant documents and responding satisfactorily and immediately
Provide expertise in receipt and processing of medical device complaints via incoming calls, faxes, and emails, serving as the primary point of contact
Answer and process all incoming calls and inquiries from customers, sales reps, and various employees of Boston Scientific Corporation in regard to returns, product complaints, and special projects as required
Accurately enter complaint information into complaint handling system GCMS-TW in a timely manner and in accordance with the company's complaint policy and procedures
Create, maintain, and adjust all return authorizations within SAP for product complaints and field actions and create replacement orders as required
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SKILLS REQUIRED:
Strong Analytical and communication skills
Good computer knowledge, mainly MS Office.
Good typing speed
Excellent telephonic and listening skills
Strong team player and interpersonal skills
Flexible for the shifts
Demonstrated Customer Service Skills
Ability to think critically to determine the type of questions which need to be asked to gather necessary information
Strong written skills, with the ability to write narratives related to the complaints
Knowledge in Call Monitoring Tools/Real Time Adherence is a plus
Able to handle inbound calls/process emails and make outbound calls effectively
Ability to understand customer requirement
Candidate Qualifications:
Bachelor's degree in Nursing or any Allied Health/Medical Sciences Degree; with or without BPO experience
Bachelor's degree with 6 months BPO experience
At least 2 years in college with no back subjects with at least 6 months BPO experience. This also extends to successful graduates of 2-year Associate Courses.
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