Consumer Affairs Specialist-221007
Found in: Appcast Linkedin GBL C2 - 2 weeks ago
The Consumer Affairs Representative answers incoming phone calls, email and written correspondence for the purpose of assisting customers/consumers with product questions; handles complaints professionally; performs follow-up calls in a timely manner; completes
related administrative tasks in an organized and efficient manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES
-Receives incoming phone calls, email and written correspondence from consumers and responds to their requests within company guidelines.
-Notifies Quality Unit management of any incoming consumer complaints, inquiries or other communications that may constitute (serious) adverse event and/or (serious) adverse drug reaction.
-Provides consumers with accurate and current product information, following pre-established company response guidelines, templates, and formats.
-Handles, resolves and processes consumer complaints.
-Processes telephone/mail consumer orders.
-Follows up consumer calls in a timely manner.
-Documents consumer inquiries and complaints accurately in a database, generates reports and forwards these reports to the appropriate departments/organizations for follow-up.
-Assists in the creation and modification of internal and external documentation relating to product specific information for consumer inquiries.
-Uploads and modifies various website content.
-Ensures timely closure of all open issues and forwards issues to other departments for resolution as appropriate.
-Assists in Complaint Investigations.
-Assists in the preparation and compilation of the annual consumer inquiry report.
-Prepares data and facilitates meetings for management review of consumer complaints and investigations.
-Administrative duties to include extensive sorting, filing and archiving of all consumer inquiry reports. Other duties and responsibilities
as assigned by supervisor.
Must Have
- HS Diploma / GED
- 5+ years of Call Center experience from a direct to consumer company
- Good communication
- Thick skin to deal with difficult customers
