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Product Information & Compliance Associate

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Duties and Responsibilities
•    Works variable 8-hour shift between the hours of 8:00 am and 5:00 pm Monday through Friday, and rotates a Saturday 8:00 am – 4:30 pm shift with co-workers; must be able to work overtime as required; MJN PIC Associates rotate after-hour cell phone coverage of after-hours calls with co-workers
•    Collects, assesses, and processes customer complaints in a compliant and timely manner to meet applicable regulatory requirements (received via telephone, email, social media, chat)
•    Communicates with customers to establish full understanding of issues, identify needs, and provide approved information and fulfillments to maintain or regain satisfaction
•    Assesses possible existence of a health hazard and need for further investigation and escalation with each complaint
•    Self-monitors work with established reports to help ensure procedural compliance
•    Primary role is customer communications; once high performance is achieved, eligible for other tasks, such as closing event records, handling specific escalated communications, monitoring, providing specific follow-up communications (unacceptable lab calls), special events and projects within PIC and MJN/RB

Experience, Knowledge, and Skills Desired
•    Bachelor’s degree preferred
•    Two plus years of customer service experience required; proven ability to provide great customer service and maintain composure during challenging customer situations
•    Demonstrated dependable attendance record
•    Proficient in toggling between various computer systems while handling customer communications
•    Excellent analytical decision making and problem solving skills
•    Ability to follow procedures while using sound judgment to recognize and escalate unusual events
•    Positive attitude, team-oriented, cooperative
•    Embraces and adapts to change

Equality

In Return RB offer very competitive salaries with excellent benefits and the chance to progress your career within a truly global organisation.
RB is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other basis protected by appropriate law. All hiring decisions are made based on merit, competence and business need.

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