Customer Service Representative (Night Shift) at Medtronic

Taguig City, National Capital Region, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Proficient in English
Proficient in French (French Speaker role)
Related experience in customer care, helpline, or patient support, preferably in Customer Care and/or Sales Associate capacity
Demonstrated ability to effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements
Demonstrated ability to present information in a clear, concise, and timely manner to customers experiencing medical emergencies
Ability to analyze customers’ needs and provide excellent solutions and services
Demonstrated competency in customer focus, service orientation, and relationship building
Proficiency in using a computer to navigate through multiple screens and programs simultaneously
Basic to intermediate level of math skills to assist customers with vital statistics and issue resolution
Willingness to work in BGC, Taguig City (Hybrid)
Willingness to work Night Shift (Full time)

Responsibilities

Respond to customer product inquiries, issues, or malfunctions via telephone or chat sessions
Troubleshoot customer concerns, issues raised during training, product use, malfunctioning products, and/or software applications, and recommend corrective action
Document customer information, troubleshooting, and/or recurring product issues to support product quality programs and product development
Report complaints and Adverse Drug Reactions (ADR)
Act as a liaison between sales personnel and technical staff
Provide product-related information and assistance to patients and medical professionals using diabetes management medical devices
Troubleshoot and resolve technical support inquiries and issues via phone and e-mail from customers
Determine customer issue or request and resolve inquiry/request exceeding customer expectations
Provide troubleshooting and resolution associated with device functionality and capability, using logical sequence based on customer-stated issue, including access and use of provided tools
Accurately and concisely document customer feedback and troubleshooting completed during interactions, identify trends affecting products, and provide feedback to appropriate teams
Participate in continuing education programs/sessions to remain abreast of product knowledge (existing and new products)
Become trained as subject matter experts in Insulin Pumps, CareLink, and Continuous Glucose Monitoring

Skills

French

Customer Service

Technical Support

Troubleshooting

Insulin Pumps

CareLink

Continuous Glucose Monitoring

Telephone Support

Chat Support

Adverse Event Reporting

Medtronic

Develops and manufactures medical devices and therapies

About Medtronic

Medtronic provides medical technology, services, and solutions to improve patient care. The company develops a variety of medical devices, including pacemakers, insulin pumps, surgical tools, and neurostimulation devices, which help diagnose, prevent, and treat chronic diseases. These products are used by hospitals, clinics, and healthcare professionals around the world. Medtronic stands out from competitors by investing significantly in research and development to create new products and offering additional services like training and patient management programs. The goal of Medtronic is to enhance patient outcomes and lower healthcare costs through its comprehensive range of medical solutions.

Fridley, MinnesotaHeadquarters

1949Year Founded

$3.2MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Employee Stock Purchase Plan

Employee Assistance Program

Wellness Program

Risks

Emerging competitors like Fire1 threaten Medtronic's heart failure management market share.

Spine biologics market growth may attract new entrants, increasing competition for Medtronic.

Recent IPOs in medtech indicate rising competition, challenging Medtronic's market position.

Differentiation

Medtronic's diverse product range spans cardiovascular, diabetes, neurological, and surgical technologies.

The company invests heavily in R&D to drive innovation in medical devices.

Medtronic offers comprehensive services, including training and technical support, enhancing product value.

Upsides

Exclusive deal with Kuros enhances Medtronic's orthopedic portfolio and market share.

Growing spine biologics market offers expansion opportunities in spinal fusion and regenerative medicine.

Balloon catheters market growth aligns with Medtronic's recent product launches, boosting cardiovascular presence.

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