Medical Complaint Handling Specialist – Dutch/French (Benelux)

About the role

Alcon is seeking a Medical Complaint Handling Specialist to manage product complaints and adverse event reports for the Benelux market. The role supports the Quality & Regulatory Affairs function, ensuring compliance with global and local regulations while delivering timely and accurate responses to healthcare professionals and customers.

Key responsibilities

• Collect, enter, process, document, report, and follow up on technical product complaints and adverse event reports from various sources.
• Transcribe, translate, and accurately input data from source documents and phone calls into safety systems.
• Maintain up‑to‑date knowledge of company policies, SOPs, and regulatory directives related to complaint handling.
• Participate in complaint investigations and manage cases through resolution.
• Communicate effectively with internal and external stakeholders, including country organizations and customers.
• Review complaint data from safety systems, service records, CRM, and other channels.
• Triage incoming calls regarding technical complaints, adverse events, refunds, replacements, and product recalls.
• Coordinate the return and shipping of product samples for analysis.

Required profile

• Approximately 1 year of experience in medical or technical complaint handling.
• Fluency in Dutch and/or French, with the ability to translate and communicate in English.
• Strong understanding of local and international regulatory requirements for medical device complaints.
• Excellent attention to detail and ability to work under tight timelines.

Required skills

What we offer

• Opportunity to work within a global leader in eye health.
• Inclusive culture that supports career growth and development.
• Engagement in meaningful work that impacts patient outcomes worldwide.