Complaint Intake Specialist

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

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.

• High school diploma or equivalent required with Bachelor Degree in Life Sciences preferred.
• Strong attention to detail, critical thinking, and can work independently with minimal direction
• High quality customer service skills
• Ability to express ideas clearly in both written and oral communications
• Experience in a Quality environment or customer service support role, preferably in a healthcare setting

Flexibility and Availability: In line with Australia’s 'Right to Disconnect' legislation, we recognise and respect employees' right to refuse contact outside of their working hours, unless such refusal is deemed unreasonable. As we operate in an international, matrixed environment, there may be occasions where your role requires participation in business meetings outside of standard hours. We value and support flexibility and appreciate your willingness to occasionally accommodate these requests to ensure effective collaboration and communication within our global team.

AbbVie is an equal opportunity employer, and dedicated to fostering an inclusive, flexible, and supportive workplace that values and respects every individual. We are committed to operating with integrity, driving innovation, transforming lives, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability. We ensure a fair and inclusive recruitment process without discrimination against any employee or applicant because of, and not limited to, race, religion, age, physical or mental disability, gender identity or expression, sexual orientation, or marital status. Our hiring process is flexible and accessible, so if you have any specific requests or accessibility requirement, please feel comfortable to let our team know by emailing [email protected] or speaking with your Recruiter and we'll make any necessary adjustments to accommodate your needs.

WAYS WE WORK

• All For One Abbvie; We weigh all decisions against the common good. We inspire, share and create as a team. We solve problems for all rather than serving our immediate team.
• Decide Smart & Sure; We make intelligent decisions to create the best outcomes. We act quickly, embrace experimentation, and learn what doesn’t work and get on to what does.
• Agile & Accountable; We streamline and eliminate unnecessary obstacles. We plan but adapt as we go. We delegate and make tough decisions to ensure focus on results, staying keenly aware of the urgency in all we do.
• Clear & Courageous; Open, honest, candid dialogue is core to our work and how we act with each other. We share information freely and continuously to find solutions. We admit mistakes. We grow stronger by putting the courage of our conviction to the test.
• Make Possibilities Real; We question with endless curiosity. We’re never satisfied with good enough—patients depend on us to deliver more. We challenge ourselves to find creative, constructive solutions to turn possibilities into reality.

CODE OF CONDUCT & BUSINESS INTEGRITY STATEMENT

• AbbVie is committed to observing high integrity and ethical standards in all its business dealings with our customers, with each other, business partners and suppliers. 
• AbbVie as a responsible corporate citizen will adhere to these standards, as well as to local, national and international laws. 
• All AbbVie employees are responsible for maintaining the Company’s reputation for conduct in accordance with the highest level of business integrity, ethics and compliance with the law. 
• Soliciting and/or accepting/attempting/offering bribes or any illegal gratification is therefore cause for immediate dismissal. 
• AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. 

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html