Manage and monitor customer complaints received through multiple channels including call centre, email, social media, dealer network, and regulatory bodies.
Ensure all complaints are properly logged, categorized, and tracked in the CRM system with complete documentation and case history.
Handle complex, high-impact, and sensitive complaints that may involve reputational risk, regulatory matters, or potential legal escalation.
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Ensure compliance of the regional/country complaint handling process for all Alcon products, including intake, follow up and triage for reports of quality/technical complaints and Adverse Events incompliance with local and international regulations, guidelines and applicable directives.
Receive initial complaint from any source (ECPs, patients, internal Alcon personnel) and assure all information/ data is accurately captured at pint of contact
Maintain an understanding of information or date required to be collected of technical and AE complaints to assure compliance with regulations and directives
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