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Patient Service Specialist - Danish speaker

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Sales & Marketing Support
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21000U70 Nº de solicitud

Careers that Change Lives

Join a diverse team of innovators who bring their worldview, their unique backgrounds, and their individual life experiences to work every day. It’s no accident — we work hard to cultivate a workforce that reflects our patients and partners. We believe it’s the only way to drive healthcare forward and remain a global leader in medical technology and solutions.

 

A Day in the Life

Provide timely, safe and efficient product related information and assistance to our customers (patients, Sales Reps, medical professionals, etc) regarding the use of Medtronic Diabetes products. Resolve technical support for customers by troubleshooting, capturing and following-up on Product Observations and Interactions.  Exceed customer expectations when resolving inquiries/requests. 

  • Opening hours Monday to Friday: 07:00 – 15:30
  • Weekend / Bank Holiday rota participation required for 24hr helpline

 

Main Job duties / responsibilities

Therapy and Product Knowledge

  • Using proficient disease and therapy knowledge to support customers
  • Deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers.
  • Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets

Call Management

  • Respond to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories.
  • Ensure on or above-target compliance with call quality standards
  • Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI)
  • Demonstrate empathy, patience and resilience while safely assisting customers

Troubleshooting & Quality Management

  • Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements
  • Accurately and consistently document customer feedback and troubleshooting completed
  • Ensure support and solutions provided are aligned with Department and Standard Operating Procedures
  • Coordinate return flow for all Diabetes products for quality analysis
  • Core Elements
  • Understand, comply  with Medtronic policies and serve as an ambassador for Medtronic with internal/external stakeholders
  • Active and effective communication with customers, to record and present clear and concise information in a timely manner - both verbally and written
  • Perceive, understand, and manage emotions and feelings to connect empathically to sense and anticipate customer needs
  • Ability to handle high stress environment
  • Frame problems as opportunities when evaluating solutions provide excellent solutions and services to customers
  • Engage in self-development, including participation in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products).
  • Cooperate and coordinate with Medtronic team members encouraging positive work environment, adapting to changing situations, environments to meet customer needs.
  • Available to work on-call outside of business hours as scheduled in department (Weekends and bank holidays)

Must Have (Minimum Requirements):

To be considered for this role, the minimum requirements must be evident on your resume.

  • At least 1 year of customer service or support experience in a contact center, office or helpdesk environment or relevant work experience.
  • Strong oral and written language skills in: English and Danish
  • Effective multi-tasking (navigating between programs to access customer data and input text during call)
  • Basic to intermediate level of math skill required to assist customers with their vital statistics

Nice to Have (Preferred Qualifications):

  • Post-secondary education but Bachelor degree is not mandatory
  • Diabetes and Therapy Knowledge
  • Experience using: SAP and MS Office suite (Word, Excel, Outlook)
  • Experience troubleshooting medical equipment/services in contact center/helpdesk
  • A second nordic language is desirable but not essential

 

Your Answer

Is this the position you were waiting for? Then please apply directly via the apply button!

About Medtronic


Together, we can change healthcare worldwide. At Medtronic, we push the limits of  what technology, therapies and services can do to help alleviate pain, restore health and extend life.

We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team.

Let’s work together to address universal healthcare needs and improve patients’ lives.Help us shape the

future.

Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 86,000 people worldwide, serving physicians, hospitals and patients in over 155 countries.

Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your own career. Join us in our commitment to take healthcare Further, Together.

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La misión de mejorar el acceso a la atención sanitaria en todo el mundo es un objetivo para el cual que todos estamos realmente orgullosos de trabajar. Gente estupenda, una atmósfera divertida, salarios propios de grandes ciudades. El director ejecutivo es fantástico, es un comunicador que transmite de forma transparente los detalles de la misión y verdaderamente dedica su vida a cumplirla.
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