As a Complaint Intake Specialist, you'll play a vital role in managing the end-to-end intake and resolution of product complaints, ensuring compliance and exceptional service at every step. Based out of our new Sydney CBD location, you'll process complaints received via phone and email, including translations, complaint coding, and follow-up on missing information, while coordinating sample returns and communicating investigation outcomes to customers and distributors.

Collaborating closely with internal stakeholders across CQA, Medical Information, Regulatory Affairs, and Pharmacovigilance, you'll support complex escalations and serve as a subject matter expert for designated products. You'll determine appropriate resolutions and may prepare or translate vigilance reports for Ministry of Health submissions. This role also offers the opportunity to contribute and make a meaningful impact on our commitment to quality and patients worldwide.

This is a 12 month, Max Term Contract opportunity.

KEY DUTIES AND RESPONSIBILITIES

• Completes the intake process of complaints through phone (where applicable) and email into the Complaint Intake Systems which includes translations from local language to English when required, the initial identification of the complaint code, conducting follow up activities for missing information, coordinating the logistics of complaint sample returns and communicating the results of the complaint investigations when requested/required.
• Communication and cooperation with customers and distributors involved in the reported complaints
• Internal communication and cooperation with relevant local or global stakeholders in other departments involved with complaints management within the organization, like affiliate CQA, Medical Information, Regulatory Affairs and Pharmacovigilance
• Supports more complex complaints that are escalated
• Serve as a Subject Matter Expert for a designated product(s) within the team when required
• Where applicable, decide whether a replacement, credit, or warranty claim is warranted, and notify the appropriate stakeholders to complete the process. OR complete activities to process the replacement, credit or warranty activities for the customer.
• Where applicable, partner with affiliate CQA for translation or communication support when needed
• Support management with any projects / process improvement initiatives, any documentation or SOP reviews and during audits and inspections
• Where applicable, make vigilance reporting decisions and prepare and/ or translate (into local language) the relevant vigilance reports for submission to MOH.
• Report any adverse event within 24 hours as per AbbVie’s policies and procedures.
• Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times.
• Adhere to AbbVie’s codes of conduct and compliance processes, including timely training and maintaining ethics and integrity.
• Other ad hoc duties such as administrative duties, as requested.