Associate II, Complaints (Mandarin Speaker)

About the role

Alcon is seeking an Associate II to manage day‑to‑day complaint records for its eye‑care devices, pharmaceuticals and OTC products. The role focuses on intake, triage, data entry and final response for technical and adverse event complaints, ensuring compliance with local and international regulations.

Key responsibilities

• Receive and accurately capture initial complaints from any source, including ECPs, patients and internal personnel.
• Maintain and update complaint records in designated safety systems, performing intake, follow‑up and data‑entry activities.
• Tri­age calls and requests related to quality technical complaints, adverse events, refunds, replacements and credit.
• Arrange product returns, replacements and shipping of samples for QA analysis.
• Close complaint files according to established timelines and guidelines.
• Monitor evolving regulations and directives, informing regional and global teams of changes.
• Support country inspection readiness, audit closure and corrective actions.

Required profile

• Fluent Mandarin speaker with strong written and verbal communication skills.
• Detail‑oriented individual capable of handling confidential information accurately.
• Good understanding of local and international regulatory requirements for medical device and pharmaceutical complaints.
• Ability to work collaboratively with cross‑functional teams and external stakeholders.

Required skills