Diabetes Patient Contact Center Specialist French and English

at  Medtronic

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

REQUIRED KNOWLEDGE AND EXPERIENCE:

• At least 1 year of customer service or support experience in a contact centre, office or helpdesk environment or relevant work experience
• Completion of secondary school
• Fluent oral and written language skills in: French and English
• Effective multi-tasking (navigating between programs to access customer data and input text during call)
  Post-secondary education, experience using SAP and MS Office suite (Word, Excel, Outlook), experience troubleshooting medical equipment/services in contact centre/helpdesk and oral/written language skills in Dutch are considered advantages for this role.

PHYSICAL JOB REQUIREMENTS

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

• Using proficient disease and therapy knowledge to support customers to deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers
• Acting 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
• Responding to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories
• Ensuring on or above-target compliance with call quality standards and manage time effectively by prioritizing calls, follow-up, and administrative tasks to achieve team and individual Key Performance Indicators (KPI)
• Effectively communicating with customers to resolve issues and answering questions according to department protocols and requirements
• Ensuring support and solutions provided are aligned with Department and Standard Operating Procedures and coordinating the return flow for all Diabetes products for quality analysis
• Accurately and consistently documenting customer feedback and troubleshooting completed