Customer Service Representative Night Shift

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.

A Day in the Life

This position is an exciting opportunity to work with Medtronics Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility. As a separate entity, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care.

Careers that change Lives

Medtronic Diabetes Operating Unit focuses on improving the lives of those within the global diabetes community. 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.

The Customer Service Representative is responsible to effectively support and educate our patients and medical professionals that use our diabetes products. They provide technical assistance to our customers and ensure that troubleshooting is done based on the issue/inquiry mentioned with resolution in a timely manner. They are customer and quality oriented and aim at serving all our customers with the utmost professionalism. They will be trained to be subject matter experts in the area of Insulin Pumps, CareLink and Continuous Glucose Monitoring.

Responsibilities may include the following and other duties may be assigned.

• Responds to customer product inquiries, issues or malfunctions via telephone or chat sessions.
• Troubleshoots customer concerns, issues raised during training, product use or malfunctioning products, and/or software applications and recommends corrective action.
• Interpersonal skills and product knowledge are critical to responding and troubleshooting to customer inquiries.
• Documents customer information, troubleshooting, and/or recurring product issues to support product quality programs and product development.
• Responsible for reporting complaints and Adverse Drug Reactions (ADR)
• Acts as a liaison between sales personnel and technical staff.
• Provide product related information and assistance to patients and medical professionals using our medical devices to manage their diabetes. Troubleshoot and resolve technical support inquiries and issues via phone and e-mail from customers. Determines customer issue or request and resolves inquiry/request exceeding customer expectations
• Provide troubleshooting and resolution associated with device functionality and capability. Logical sequence of troubleshooting based upon the customer stated issue including access and use of tools provided.
• Accurately and concisely document customer feedback and any troubleshooting completed during the call, identify trends affecting our products and provide feedback to appropriate teams.
• Participate in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products).
  
  
  

Required Knowledge and Experience:

• Proficient in English
• Related experience in customer care, helpline or patient support, in a Customer Care and/or Sales Associate capacity experience is preferred.
• 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 the desire to provide excellent solutions and services.
• Demonstrated competency strength: customer focus, service orientation, relationship building.
• Proficiency in using a computer to navigate through multiple screens and programs at the same time in order to give and receive information.
• Basic to intermediate level of math skill is required to assist customers with their vital statistics and issue resolution.
• Applicants must be willing to work in BGC, Taguig City (Hybrid).
  
  
  

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. 

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package

A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.

Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.

We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here

---