Customer Service Representative korean speakerMedtronic Cardiac and Vascular

Job Description
Careers the Changes Lives
The Diabetes Operating Unit focuses on improving the lives of those within the global diabetes community. As a business, we strive to empower people with diabetes to live life on their terms by delivering innovation that truly matters and providing support in the ways they need it. We're committed to meeting people with diabetes where they are in their journey, always with an aim to make their lives easier.
Our portfolio of innovative solutions are designed to provide customers greater freedom and better health, helping them achieve better glucose control, while spending less time managing their disease.
A Day in Life
The Customer Service Representative supporting Medtronic Korea Diabetes Helpline 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. Will answer incoming calls for Korea Helpline and do the necessary troubleshooting with patients, process replacement products, input and analyze data efficiently into the Medtronic systems.
In addition, Customer Service Representative will also be a primary relationship manager and coach for a group of patients during the first 180 days of therapy partnering with field and internal resources to ensure that our new patients stay motivated and successful throughout their onboarding journey.
A strong predictor of success 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.
Key Responsibilities:
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.
Facilitate resolution and follow up on other transactions as needed in the first 6 months such as product complaints and supply ordering
Perform other duties as assigned.
Must haves
Minimum 6 years of related experience in customer care, helpline or patient support role, in a Customer Care and/or Sales Associate capacity
Your Profile
Bachelor's Degree required
Minimum of 3 years of experience in the BPO/Call center or Shared Services environment preferably with overseas markets (APAC, US, EMEA, etc.)
3-5 years of experience in customer care, helpline or patient support role, in a Customer Care and/or Sales Associate capacity
Experience in medical device or healthcare industry preferred but not required
Excellent communication and interpersonal skills with demonstrated ability to build strong patient relationships
Fluent in both English and Korean Language
Proficient in verbal and written Korean communication skills and/or TOPIK Certification Level 3-5