Medical Associate

Role & Responsibilities
• Receive customer complaints through calls, emails, and faxes
• Ensure accurate capture and entry of complaint information
• Own the complaint handling process, from assessment to closure
• Assess complaints for potential Medical Device Reporting (MDR) and submit to the client
• Follow up for additional information and product returns
• Serve as the primary, single source of contact for customers
• Gather event registration information as defined by SOPs
• Manage events through registration, regulatory reporting, sample retrieval, investigation, and customer response
• Collaborate with SMEs, QAs, and team leads to ensure complaint closure
• Escalate significant events to the team lead in a timely manner
• Comply with company policies and procedures, including information security management
• Review and assess complaints processed by peers as part of a cross-utilization approach

Qualification
• Bachelor's of Science in Nursing or Pharmacy
• Allied Medical Graduate (preferably with clinical experience)
• Registered Nurse or Pharmacist preferred

Experience
• Experience in complaint handling and customer service
• Clinical experience is an added advantage

Skills
• Ability to write effective medical and technical narratives for complaints
• Good communication skills, both telephonic and written
• Strong analytical and problem-solving skills
• Proficient computer and keyboarding skills
• Critical thinking skills to determine necessary questions for gathering information
• Excellent customer service skills

About the Company
• Wipro Limited is a leading technology services and consulting company, focused on building innovative solutions that address clients’ most complex digital transformation needs. With a global presence, Wipro delivers solutions that help customers, colleagues, and communities thrive.