Consumer Excellence Specialist

Karo Healthcare

. Act as an expert escalation point for complex consumer enquiries, complaints, adverse events, and medical information requests.

Posted 11/5/2026full-timeStockholm • SwedenJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing consumer enquiries, complaints, and adverse events while ensuring compliance with regulatory requirements. Proficient in utilizing case management systems like Veeva and maintaining detailed case records in a fast-paced environment.

Highest-signal resume keywords

Fluent In Swedish And EnglishExperience In Complaints HandlingKnowledge Of PharmacovigilanceStrong Communication SkillsAttention To Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaints HandlingCase ManagementMedical Information RequestsConsumer SupportRegulatory ComplianceTriage And CategorisationProduct Feedback ManagementAdverse Event DocumentationQuality AssuranceProcess Improvement

Soft Skills

Strong CommunicationCollaborative MindsetProactive ApproachEmpathyAttention To Detail

Tools & Technologies

VeevaCase Management Systems

Industry Keywords

HealthcarePharmaceuticalsMedical DevicesConsumer ProductsFMCGSkincareCosmeticsPatient SafetyConsumer Care Processes

About the role

Key responsibilities & impact

Act as an expert escalation point for complex consumer enquiries, complaints, adverse events, and medical information requests.
Manage and accurately document complaints, adverse events, medical enquiries, and product feedback in line with company procedures and regulatory requirements.
Triage and categorise consumer enquiries, complaints, and feedback across multiple brands and channels.
Register and maintain accurate case records in Veeva.
Respond to consumers using approved FAQs, guidance documents, and relevant product information.
Identify and escalate safety, quality, medical, and compliance concerns to appropriate specialist teams within required timelines.
Determine when cases require escalation to Quality, Pharmacovigilance, Medical Information, or other internal stakeholders.
Prioritise workload and case handling for external teams in line with agreed service levels and operational guidelines.
Provide guidance, informal coaching, and day-to-day support to outsourced teams and internal colleagues.
Maintain expert knowledge of products, brands, consumer care processes, and regulatory requirements.
Contribute to continuous improvement of processes, standards, training, and cross-functional collaboration.

Requirements

What you’ll need

1–3 years of experience in customer service, consumer support, complaints handling, retail, or another customer-facing role.
Fluent in Swedish and English, both written and spoken.
Strong communication skills and ability to communicate clearly, professionally, and empathetically.
Strong attention to detail and ability to manage several cases, priorities, and product details accurately.
Collaborative mindset and genuine interest in working as part of a supportive team.
Proactive, hands-on approach and confidence working in a fast-paced, international environment.
Understanding of patient safety and responsible consumer support.
Experience in healthcare, pharmaceuticals, medical devices, supplements, cosmetics, skincare, FMCG, or other consumer-product industries is an advantage.
Knowledge of Pharmacovigilance, medical information, complaints handling, or case-management systems such as Veeva is beneficial.

Benefits

Comp & perks

Opportunity to create, grow, and inspire within a fast-moving international organisation.
Competitive salary package and strong opportunities for professional and personal development.
Flexible working arrangements that support a healthy work-life balance.
Ownership of exciting and challenging projects with a direct, visible impact on consumers and the healthcare industry.
A positive, collaborative environment with an international and highly motivated team.
Start-up spirit combined with the stability, scale, and values of a large international organisation.
Diverse and inclusive environment welcoming qualified candidates irrespective of gender, gender identity, sexual orientation, ethnicity, race, religion, national origin, disability, or age.