Customer Service Representative

Role : Triage Analyst (Customer support)

Location : Germany (Remote within Germany)

Language : German (Fluent) - Mandatory

Experience in Medical industry is mandatory

Local Candidates of Germany can apply

• Strong background in customer support within sales and services.
• We are specifically seeking individuals who possess experience in effectively handling customer complaints and proficiently evaluating these complaints.
• Monitoring source (data entry) system updates
• Updating information from source systems in English into the Global Complaint Handling System (GCHS)
• Communicating to the Complaint Owner new or updated information from a complaint
• Communicating with the triage complaint evaluator new or updated information from an inquiry
• Entering customer inquiries into GCHS for specific sources
• Communicating and collaborating with other triage team members
• Assisting Global Complaints Handling Management in the successful identification and resolution of quality issues associated with complaints.
• Maintaining quality records to ensure compliance with global Olympus requirements.
• Evaluating customer inquiries and ensuring completeness of records
• Performing due diligence tasks due to wrong or missing information, by contacting customers in their local language
• Closing customer inquiries if it does not meet the definition of a medical device complaint.
• Closing customer complaints if the record is a duplicate.
• Converting customer inquiries into medical device complaints within a defined timeline
• Performing translation of triage data records into local language & English, as applicable
• Re-evaluating closed customer inquiry as non-complaint from new or updated information
• Communicating and collaborating with other stakeholders involved in the triage process including quality analysts, complaint owners, training teams, regional leaders, local intake teams.
• Perform activities as per the SOPs, Work Instructions, Job Aids and training materials provided by the triage management team.
• Assisting in the successful identification and resolution of quality issues associated with triage process. Provide necessary support to QA (Quality Assurance) teams to ensure performance of QA activities.
• Serving as a backup for other Triage analysts (that perform either Data surveillance or Complaint Evaluation activities) to maintain staffing levels.
• Perform any additional support activities that are required by the triage operations management team for the effective performance of the triage team.
• Serving as a backup for the Global Vigilance team to support high volume spikes.
Vor 3 Tagen