Customer Service Representative (APAC)Medtronic

Job description:
Provide front-line care center support to patients and handle escalations from Associate Care Center specialists (1st to 2nd level escalation), as applicable by using dynamic communication skills to identify patient unmet needs and utilizing effective objection handling techniques.
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.
Able to identify and analyze pertinent data and drive solutions for patient issues.
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.
What we offer:
The Customer Service Representative 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 Customer Service Representative will be able to supervise team activities in the absence of the Care Center Supevisor, answer incoming calls for the Global helpline and do the necessary troubleshooting with patients, process replacement products and input and analyze data efficiently into the Medtronic systems.
A strong predictor of success for the Customer Service Representative 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.
Required profile:
Bachelor's Degree or graduate of any 4 year course is required
3-5 years of experience in customer care, helpline or patient support role, in a Customer Care and/or Sales Associate capacity
Minimum of 2 years of experience in the BPO/Call center or Shared Services environment preferably with overseas markets (APAC, US, EMEA, etc.)
Experience in medical device or healthcare industry preferred but not required
Excellent communication and interpersonal skills with demonstrated ability to build strong patient relationships
Willing to work on shifting schedule