These roles are responsible for handling inbound and outbound interactions (phone, email and other channels) from patients, HCPs and customers, while accurately identifying, documenting and routing product quality complaints and related safety information. This role ensures excellent customer experience, compliant intake of information, and timely communication with internal quality and safety teams. Key Responsibilities Customer Contact & Case Intake

• Handle inbound and outbound contacts from patients, caregivers, HCPs, pharmacies and other customers through phone and additional channels.
• Provide professional, empathetic and clear customer service, following approved scripts, FAQs and product information.
• Accurately identify when a contact involves a product complaint, an adverse event, or both, and follow the appropriate intake and reporting process.

Product Complaints Documentation

• Collect all required details for product complaints (e.g., product name, lot/batch number, expiration date, description of the issue, contact data, sample availability, event outcome).
• Create and update complaint records in the designated systems, ensuring complete, timely and compliant data entry according to SOPs and work instructions.
• Exchange and record case reference numbers when transferring or coordinating with other internal teams (e.g., Product Quality, Safety, Medical Information).

Follow‑up & Communication

• Perform required follow‑up call attempts to obtain missing information (e.g., lot number, additional event details), documenting all attempts and outcomes.
• When needed, coordinate with pharmacies, clinics or other third parties to gather additional complaint information.
• Provide clear status updates to callers when appropriate, while respecting internal processes and confidentiality requirements.

Compliance & Quality

• Adhere to all applicable global and local procedures related to product quality complaints, safety reporting, data privacy and call handling standards.
• Escalate complex, sensitive, or unusual cases to senior analysts, quality or safety teams according to defined escalation paths.
• Participate in training related to new products, complaint handling, systems and SOP updates, and apply learning consistently in daily work.