Job Description – Collabera

Contract: Austin, Texas, US

Salary Range: 18.00 - 21.00 | Per Hour

Job Code: 363255

End Date: 2025-07-26

Days Left: 28 days, 19 hours left

Position Details:

Industry: Pharmaceutical/Medical Devices

Job Title: Bilingual/Multilingual Customer Service Specialist (Product Complaints) - Hybrid

Location: Austin, TX 78727

Duration: 06+ months [+ Possibilities of extension]

Pay Range: $18-$21/hr

Candidate needs to be onsite for training in initial weeks

Hours - 8 am to 5 pm CST

3 day/week onsite post training

Description:

The Complaint Intake Analyst I works to support PMQA (Post Market Quality Assurance) through providing the initial triaging of complaints from all channels and serve as the first point of contact with the customer.
They will ensure accuracy of data from the customer in order to make the initial identification of the complaint code.
They will conduct data entry and coordination of work through the appropriate channels as determined by established business rules.

Responsibilities:

Completes the intake process of complaints through phone, email and OneTrack.
Conducts initial assessment of application for missing information and completes missing information customer outreach process to obtain required data
Conducts the initial identification of the complaint code
Coordinate the logistics for the complaint samples
Partner with internal stakeholders for adverse events
Decides whether a replacement, credit, or warranty claim is warranted, and will notify the appropriate stakeholders. Will process replacement, credit or warranty claim for the customer.
Leads translation services for reporting
Identify the need for a reply letter to customers addressing the results of complaint investigations and send to complaint processing team to create

Qualifications:

High school diploma or equivalent required. College or a 2-year Associate Degree is preferred
A minimum of 1-2 years’ experience within a call center, preferably in a healthcare setting
Bilingual/Multilingual - spanish, french, german, greek, italian etc.
Strong attention to detail, critical thinking, and can work independently with minimal direction
High quality customer service skills
Ability to put ideas clearly in both written and oral communications
Knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological or device related products.
Computer skills and ability to navigate through software systems
Strong prioritization and time management skills

Recruiter

Phone

Niharika Shrivastava

niharika.shrivastava@collabera.com

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