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Associate Customer Service specialist

Sales & Marketing Support
18000E7S Requisition #
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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.


  • 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.


  • 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


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

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