Triage Analyst Customer Service With Dutch (Remote)

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Inviting applications for the role of Triage Analyst – Customer Service with Dutch (Remote Hungary or Hybrid Budapest)

Job Purpose / Summary

The Triage Analyst is an integral member of the global complaint handling team whose primary role is to ensure that the quality system requirements in relation to the global triage process are effectively established and maintained in accordance with applicable regulations. In this role, the candidate will be performing the day-to-day task to determine if a customer inquiry meets the definition of a medical device complaint. The Triage Complaint Evaluator is the single point of contact towards upstream.

Job Duties

As a Global Triage Complaint Evaluator team member, you will be:

• 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
• Translating customer input into English, as applicable
• Re-evaluating closed customer inquiry as non-complaint from new or updated information
• Collaborating with local intake teams
• Initiating continuous improvement activities
• Communicating and collaborating with the Triage Data Surveillance team
• 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 requirements
• Serving as a backup for the Global Vigilance team to support high volume spikes

Job Requirements

Education

• Bachelor’s degree

Language Requirements (Fluent)

• English
• Dutch

Work Schedule:

• Monday – Friday: general business hours
• Possibility of Saturday shifts

PREFERRED QUALIFICATIONS:

• Complaint Handling / Customer Service experience
• Effective communication skills – both written and verbal English
• Ability to effectively prioritize and manage workload.
• Knowledge / ability to utilize various software / database sources
• Friendly, patient, with a high sense of customer care

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.