Complaint Processing Analyst I

📋 Description

• Handle inbound and outbound contacts from patients, caregivers, HCPs, pharmacies and other
• Provide professional, empathetic and clear customer service, following approved scripts, FAQs and
• Identify if a contact involves a product complaint, an adverse event, or both, and follow the
• Collect required details for product complaints (product name, lot/batch, expiration date, issue
• Create and update complaint records in designated systems with complete, timely, compliant data
• Exchange and record case reference numbers when coordinating with internal teams (Quality, Safety

🎯 Requirements

• Experience in a Contact Center, customer service, healthcare support, pharmacovigilance, or quality
• Bachelor’s Degree required; life sciences, pharmacy, nursing or scientific background preferred.
• Strong verbal and written communication; able to follow scripts while adapting to customer needs.
• High attention to detail and accuracy in data entry and documentation.
• Ability to stay calm and professional with sensitive or emotional calls.
• Comfort using multiple systems simultaneously (CRM, complaint systems, call platforms).

🎁 Benefits

• AbbVie offers a benefits package designed to support employee well-being and growth.