Medtronic Senior Customer Service Specialist in Taguig City, Philippines
Senior Customer Service Specialist
Taguig City, National Capital Region, Philippines
Jun 29, 2017
POSITION DESCRIPTION (JOB PURPOSE):
The Diabetes Care Center Senior Specialist 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 Care Center Specialist will be able to function as a team lead in the absence of the Care Center Supervisor, 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 Senior Care Center Specialist 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.
Provide front-line care center support to patients and handle 2nd and 3rd level escalations from Care Center Specialists and perform complex troubleshooting, as applicable by using dynamic communication skills to identify patient unmet needs and utilizing effective objection handling techniques.
Provide expertise and knowledge across different product portfolios and line of businesses within Diabetes, Services Solutions.
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.
Conduct call quality auditing to identify agent strengths and opportunities and report findings to supervisors/managers.
Provide immediate coaching to agents regarding product-related issues, processes, and quality.
In-charge of monitoring and collating product process updates including planning and conducting product refresher updates and such via team huddle or refresher training.
Perform other duties as assigned.
DESIRED/PREFERRED EXPERIENCE QUALIFICATIONS:
3+ years of experience in customer care, helpline or patient support role, in a Subject Matter Expert or Coach/QA role
Minimum of 5 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
Solution orientated with a “can do” attitude and proactive, bias for action nature
Demonstrates initiative and innovation to generate ideas and solutions in different situations
Results orientated – Self-motivated and positive
Proven evidence of Medtronic Leadership Traits:
Shape - Demonstrates global business acumen, thinks critically and makes sound decisions, sets strategic direction
Engage - Collaborates and creates alignment; attracts, deploys, and develops talent; fosters diversity and inclusion
Innovate - Focuses on patient and customer, generates breakthrough ideas, initiates and leads change
Achieve - Sets high standards, instills operational excellence, drives accountability, models ethical behavior
Excellent verbal and written communication skills.
MS Office Advanced Proficiency
PHYSICAL JOB REQUIREMENTS (optional):
The physical demands described within the Responsibilities section of this job description are representative ofthose that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to be independently mobile.
Must be able to travel independently to various Medtronic buildings/sites.
Some out of hours work will be required
Role is based in Bonifacio Global City, Taguig, Metro Manila, Philippines