Associate
City: Cebu
State/Province: Cebu State
Posting Start Date: 2/10/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description:
Job Description
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs
P ersonal Responsibilities
Multitask which includes pulling up of relevant documents and responding satisfactorily and immediately
• Provide expertise in receipt and processing of medical device complaints via incoming calls, faxes, and emails,
serving as the primary point of contact
• Answer and process all incoming calls and inquiries from customers, sales reps, and various employees of
Boston Scientific Corporation in regard to returns, product complaints, and special projects as required
• Accurately enter complaint information into complaint handling system GCMS-TW in a timely manner and in
accordance with the company's complaint policy and procedures
• Create, maintain, and adjust all return authorizations within SAP for product complaints and field actions and
create replacement orders as required
• Respond to inquiries and assist customers and sales representatives regarding Boston Scientifics' complaint
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and returns policies
• Responsible for the complaint handling complaint handling process from complaint receipt to record closure
• Ensures timely processing of complaints.
• U.S. customer Complaint communications
• Completes Good Faith Efforts (GFEs) for outcome/result of an Adverse Event and/or complaint sample return
• Maintains As Reported Codes and Rationale Codes
• Reviews field service records for complaints
• Collaborates with Complaint Investigation Sites (CISs), Medical Sciences, Safety Surveillance, Marketing, and
Regulatory
• Helps with complaint data collection for PIRs.
• Ensure that all company information which includes customer information are kept confidential and secure
• Maintain and follow proper compliance to quality system regulations (FDA Code of regulations 21CFR Part
820).
• Establish and maintain complete complaint files and databases for all customer complaints, according to
complaint, FDA, and international regulatory and complaint requirements related to the complaint system
process.
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
S kills Required
• Strong Analytical and communication skills
• Good computer knowledge, mainly MS Office.
• Good typing speed
• Excellent telephonic and listening skills
• Strong team player and interpersonal skills
• Flexible for the shifts
• Demonstrated Customer Service Skills
• Ability to think critically to determine the type of questions which need to be asked to gather necessary information
• Strong written skills, with the ability to write narratives related to the complaints
• Knowledge in Call Monitoring Tools/Real Time Adherence is a plus
• Able to handle inbound calls/process emails.
Deliver
No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
Mandatory Skills: Prod Quality &Complaint Mgt.(Med Device) .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion