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Diabetes Patient Contact Center Specialist English / Dutch job in Heerlen at Medtronic

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Diabetes Patient Contact Center Specialist English / Dutch at Medtronic

Diabetes Patient Contact Center Specialist English / Dutch

Medtronic Heerlen, NL Full Time
Required languages: Dutch / English
Apply on company site

Patient Support Specialist English & Dutch speaking ( 1.0 FTE ) 
For our Diabetes WeCare Organization, located in Heerlen.

Together Medtronic and Covidien are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. This is the ideal opportunity to join us, and be part of our commitment to the health of others.
We know the combined resources of Medtronic and Covidien will be transformative, creating new methodologies and new opportunities. Whatever your specialty or ambitions, you can make a difference at Medtronic – both in the lives of others and your career.

Medtronic is a $27.8b company with 85,000+ employees in more than 160 countries.

Our sales team builds strong and lasting business relationships with hospital staff, medical associations and opinion leaders, to achieve that goal. By demonstrating medical-technical expertise and partnering closely with physicians and research institutes, we drive innovation, transform technologies and help shape the industry. To support our Diabetes Business Unit we are looking for a Patient Support Representative Diabetes, fulltime ( 40 hours ) .

Main purpose of the job:
Provide timely, safe and efficient product related information and assistance to our customers (patients, Sales Reps, medical professionals, etc.) regarding the use of Medtronic Diabetes products. Resolve technical support for customers by troubleshooting, capturing and following-up on Product Observations and Interactions. Exceed customer expectations when resolving inquiries/requests. 

Main job duties/responsibilities:

Therapy and Product Knowledge
* Using proficient disease and therapy knowledge to support customers.
* Deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers.
* Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets.

Call Management
* Respond to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories.
* Ensure on or above-target compliance with call quality standards.
* Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI).
* Demonstrate empathy, patience and resilience while safely assisting customers.

Troubleshooting & Quality Management
* Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.
* Accurately and consistently document customer feedback and troubleshooting completed.
* Ensure support and solutions provided are aligned with Department and Standard Operating Procedures.
* Coordinate return flow for all Diabetes products for quality analysis.

Core Elements
* Active and effective communication with customers, to record and present clear and concise information in a timely manner - both verbally and written.
* Ability to handle high stress environment.

Qualifications - External

Must haves 
* At least 1 year of customer service or support experience in a contact center, office or helpdesk environment or relevant work experience
* Completion of secondary school
* Strong oral and written language skills in: English & Dutch 
* Effective multi-tasking (navigating between programs to access customer data and input text during call)
* Experience using MS Office suite (Word, Excel, Outlook)
* Keyboarding 40 WPM average

Nice to haves
* Experience using SAP 
* Experience troubleshooting medical equipment/services in contact center/helpdesk 

Please note that for this position, relocation support is not provided. Preferably, we are looking for candidates that live within a max 60km radius of our Medtronic office in Heerlen (Netherlands).

We Offer
In our 5th Tenet of our Mission we recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success. 
Also a competitive package is of course part of that. We offer a competitive salary and benefits package to all our employees:
* 28 holidays
* Possibility to purchase 8 extra holidays days
*Flexible working environment
* Annual Incentive Plan % depending on company results
*Pension scheme and group discount on healthcare insurances
*Tax advantages on Commuting, Fitness plan, bicycle plan
*Training possibilities via Cornerstone/Harvard Manage Monitor/GetAbstract
*Employee Assistance Program and Recognize! (our global recognition program)
*Private Lease possibilties

Your Answe r
Is this the position you were waiting for? Then please apply directly via the apply button! 

About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life.
We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team.
Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 89,000 people worldwide, serving physicians, hospitals and patients in over 155 countries. With our European Operations Center for Distribution and Shared Services in Heerlen, the Bakken Research Center in Maastricht, our manufacturing facility in Kerkrade, and the Dutch sales office in Eindhoven, Medtronic Netherlands has more than 1,750 employees. 
Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us!

Additional Information
  • Posting Date: Feb 22, 2022
  • Travel: No
  • Recommended Skills

    • Administration
    • Call Centers
    • Communication
    • Customer Service
    • Dutch
    • English
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    Job ID: f487273e3431