Guarantees Operator

Description

**Job Objective** Ensure efficient, accurate, and customer-oriented management of complaints related to dental implants, accessories, and dental materials, guaranteeing compliance with internal procedures, proper communication with Headquarters (HQ), and information quality throughout the entire warranty process. **Responsibilities** **Complaint Management** * Receive, register, and manage complaints related to implants. * Review and validate received documentation, verifying that all required information is complete and correctly provided. * Process and track complaints submitted to Headquarters (HQ), ensuring adherence to established procedures and deadlines. * Manage cases to final resolution, ensuring timely closure and reduction of overdue cases. **Customer Support** * Provide support and guidance to customers regarding warranty processes. * Guide users on correctly submitting requests via the web portal. * Maintain clear and professional communication throughout the complaint management lifecycle. **Analysis and Reporting** * Monitor and analyze quality and performance indicators. * Track implant failure rates relative to sales. * Develop, update, and interpret dashboards and reports to support decision-making. * Identify trends and improvement opportunities through data analysis. **Data Management and Continuous Improvement** * Accurately record and maintain information in corporate systems, ensuring data integrity and quality. * Collaborate with internal departments to optimize processes and enhance customer experience. * Actively participate in continuous improvement and operational efficiency initiatives. **Education** * Higher Vocational Training Diploma, Associate Degree, or Bachelor’s Degree in Administration, Health Sciences, or related fields (preferred). **Experience** * Prior experience in customer service, administrative management, or complaint handling. * Experience in the healthcare, dental, or medical device sector is particularly valued. **Technical Skills** * Proficiency with CRM tools. * Knowledge of SAP R/3\. * Advanced proficiency in Microsoft Excel. * Proficiency in Microsoft Office (Outlook, Word, PowerPoint, and Teams). **Languages** * English proficiency is preferred, especially for communication with Headquarters (HQ) and interpretation of technical documentation. **Key Competencies** * Customer orientation * Attention to detail and accuracy * Analytical ability * Organization and planning * Priority management and deadline adherence * Effective communication * Teamwork * Proactivity * Orientation toward continuous improvement * Ability to work with business data and metrics *All qualified candidates will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.*