Complaint Processing Analyst I

Company Description

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Job Description

These roles are responsible for handling inbound and outbound interactions (phone, email and other channels) from patients, HCPs and customers, while accurately identifying, documenting and routing product quality complaints and related safety information. This role ensures excellent customer experience, compliant intake of information, and timely communication with internal quality and safety teams. Key Responsibilities Customer Contact & Case Intake

• Handle inbound and outbound contacts from patients, caregivers, HCPs, pharmacies and other customers through phone and additional channels.
• Provide professional, empathetic and clear customer service, following approved scripts, FAQs and product information.
• Accurately identify when a contact involves a product complaint, an adverse event, or both, and follow the appropriate intake and reporting process.

Product Complaints Documentation

• Collect all required details for product complaints (e.g., product name, lot/batch number, expiration date, description of the issue, contact data, sample availability, event outcome).
• Create and update complaint records in the designated systems, ensuring complete, timely and compliant data entry according to SOPs and work instructions.
• Exchange and record case reference numbers when transferring or coordinating with other internal teams (e.g., Product Quality, Safety, Medical Information).

Follow‑up & Communication

• Perform required follow‑up call attempts to obtain missing information (e.g., lot number, additional event details), documenting all attempts and outcomes.
• When needed, coordinate with pharmacies, clinics or other third parties to gather additional complaint information.
• Provide clear status updates to callers when appropriate, while respecting internal processes and confidentiality requirements.

Compliance & Quality

• Adhere to all applicable global and local procedures related to product quality complaints, safety reporting, data privacy and call handling standards.
• Escalate complex, sensitive, or unusual cases to senior analysts, quality or safety teams according to defined escalation paths.
• Participate in training related to new products, complaint handling, systems and SOP updates, and apply learning consistently in daily work.

Qualifications

• Previous experience in a Contact Center, customer service, healthcare support, pharmacovigilance, or quality complaints environment preferred. 

• Bachelor’s Degree is required; preferably in the life sciences, pharmacy, nursing, or other scientific background

• Strong verbal and written communication skills; 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 when dealing with sensitive or emotional calls. 

• Comfort using multiple systems simultaneously (CRM, complaint systems, call platforms). 

• Advanced English level (B2+/C1) and local language proficiency, both written and spoken. 

Additional Information

At AbbVie, we are committed to cultivating a workplace culture that promotes inclusion, diversity, and personal growth. We recognize that our collective success is based on the individual well-being of our employees, which is why we have designed a benefits package that considers every aspect of their lives.

• Enhanced Health and Wellness Coverage: Our administrative staff enjoys comprehensive medical and dental insurance, ensuring peace of mind for you and your loved ones.
• Extended Vacation: We believe in the balance between work and personal life for our administrative team. That’s why we offer additional vacation days, beyond legal requirements.
• Flexible Hybrid Work Model: For eligible positions within our administrative staff, we have adopted a hybrid work scheme allowing the convenience of working from home two days a week.
• Life Insurance: Secure your family’s future with our life insurance policy.  
• Employee Assistance Program (EAP): Access professional support with our comprehensive EAP, offering psychological, legal, and financial counseling.
• On-Site Health Services: Benefit from the convenience of having a company doctor and physical therapy services, demonstrating our commitment to your health and well-being.
• Community and Social Engagement: Make a difference with a paid volunteer day, allowing you to contribute to the community during company working hours.
• Special Leave Benefits: Celebrate your life achievements with extra leave days for marriage and enjoy your birthday with a day off.
• Employee Stock Purchase Plan: Participate in our company's success by purchasing shares at a special price exclusive to employees.
• Transportation and Meals subsidized.
• Solidary Association: Join a community focused on mutual help and enjoy the benefits that come with being a member.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html