🌎
This job posting isn't available in all website languages

Associate Customer Service specialist

📁
Sales & Marketing Support
📅
18000E7S Requisition #
Share this Job

 POSITION DESCRIPTION (JOB PURPOSE):

The Diabetes Care Center Agent will be an expert in the business of his/her respective business unit, possessing high level leadership competencies and an enabler for all process improvements.

Each Care Center Agent will be able to answer incoming calls for the Global helpline and do the necessary troubleshooting with patients, process replacement products and provide excellent customer service. This role will also require the successful candidate to be adept to the ANZ/APAC market.

A strong predictor of success for the Care Center Agent is the ability to communicate effectively with both internal and external stakeholders in all applicable modes of communication, being proactive in strategies that will be beneficial to both processes and business unit, and have a higher sense of urgency and responsibility for role and team.


POSITION RESPONSIBILITIES:

  • Provide front-line care center support to patients and handle escalations from patients, as applicable by using dynamic communication skills to identify patient unmet needs and utilizing effective objection handling techqniques
  • Partner with assigned internal and external stakeholders to meet care center needs for patients, meet individual needs of Health Care Providers (HCP) and patients in assigned territories and monitor and intervene with “at risk” patients when necessary.
  • Monitor Helpline call activity, product ordering information, online learning activity, and CareLink data to identify patients that may need additional support and direct to appropriate group for intervention.
  • Measure the success of the efforts through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings.
  • Testing and conducting “proof of concept” sessions with patients to build web and mobile interactive solutions.
  • Perform other duties as assigned.


DESIRED/PREFERRED EXPERIENCE & QUALIFICATIONS:

  • 2+ years of experience in customer care, helpline or patient support role, in a Customer Care and/or Sales Associate capacity.
  • 2-3 years experience in the BPO/Call center or Shared Services environment, preferably with ANZ/APAC markets
  • Experience in medical device or healthcare industry preferred but not required
  • Excellent communication and interpersonal skills with demonstrated ability to build strong patient relationships
  • Solution orientated with a “can do” attitude and proactive, bias for action nature
  • Demonstrates initiative and innovation to generate ideas and solutions in different situations
  • Results orientated – Self-motivated and positive
  • Proven evidence of Medtronic Leadership Traits:

    • Shape- Demonstrates global business acumen, thinks critically and makes sound decisions, sets strategic direction
    • Engage- Collaborates and creates alignment; attracts, deploys, and develops talent; fosters diversity and inclusion
    • Innovate- Focuses on patient and customer, generates breakthrough ideas, initiates and leads change
    • Achieve- Sets high standards, instills operational excellence, drives accountability, models ethical behavior

BASIC QUALIFICATIONS:

  • Fluent in English
  • MS Office Advanced Proficiency
  • Tertiary degree

My Profile

Create and manage profiles for future opportunities.

Go to Profile

My Submissions

Track your opportunities.

My Submissions
Please try again.

Oops!

Either there was a problem on our end with the action you just performed, or we are currently having technical difficulties with our system. Please try again later.

Change Begins With You

We look for bold ideas and fresh insights - that's what drives innovation. Come drive the future of healthcare with us.

Engineering

The opportunity to invent. The benefit of joining a leader. The power to improve lives. You’ll find all that and more here.

Learn More

Sales

Bring life-changing solutions to those who need them. Be rewarded for rewarding work.

Learn More

Regulatory

Join us in our challenge to make global healthcare more affordable and accessible. Your insight and oversight will help us create solutions that change the world.

Learn More

Read About The
Medtronic Mission.

Our mission “to alleviate pain, restore health, and extend life” is more than a statement. It’s a belief that our employees live every day.

Learn More

EMPLOYEE STORY:
ENGINEERING

Alyse is an Engineering Program Manager for Neuromodulation in Minneapolis, Minnesota.

Learn More

WONDERING ABOUT
WORKING AT
MEDTRONIC?

Our employees come from varied backgrounds with a common goal—changing lives.

Learn More

We value what
makes you
unique.

Join us, and bring the power of your unique point of view to our culture of collaboration and innovation.

Learn More
The mission to improve access to healthcare globally is something we are all very proud to work hard toward achieving. Great people, fun atmosphere, big city salaries. The CEO is fantastic - he is a very clear communicator of the mission and is truly dedicating his life to achieving it.
Smart and committed coworkers. Mission driven. Good benefits. Good long term career opportunities. Company is large enough that you can always find interesting projects to work on.
Knowing that everyday your work helps to save lives makes it great place to work. Training on lean practices, quality and other. Excellent peers.

WORKING AT
MEDTRONIC

Be part of one of the world’s leading medical technologies and solutions companies.