Senior Customer Service Representative

5 months ago

Watford, United Kingdom Medtronic Full time

**Careers that Change Lives**
Join a diverse team of innovators who bring their worldview, unique backgrounds, and individual life experiences to work every day. It’s no accident — we work hard to cultivate a workforce that reflects our patients and partners. We believe it’s the only way to drive healthcare forward and remain a global leader in medical technology and solutions.

Working with the StartRight team, a group initiative that helps people with type 1 diabetes that use Medtronic technologies, to enjoy greater freedom and boost their confidence. Our dedicated team help and support patients across the globe.

**A Day in the Life**
- Build positive relationships with patients, assisting with goal setting, realizing goals, identifying, and overcoming concerns during therapy onboarding.
- Use dynamic communication skills to identify the patient unmet needs and "pain points" and utilize objection handling techniques to communicate with the patient.
- Monitor Helpline call activity, online learning activity, and CareLink data to identify patients that may need additional support and direct to appropriate group for intervention.
- Measure success through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings.
- Test and conduct "proof of concept" sessions with patients to enhance StartRight solutions.
- Cooperate and coordinate with Medtronic team members encouraging positive work environment, adapting to changing situations, environments, and various shifts to meet customer needs.
- Available to work on-call outside of business hours as scheduled in department.
- Hybrid working (2 days from office 3 days from home).

**Must Haves**
- Swedish language skills
- Computer literate with experience using MS Office suite (Word, Excel, Outlook) and a CRM system
- Ability to effectively multi-task (navigate between programs to access customer data and input)
- Ability to build relationships with patients that creates trust and engagement
- Multitask during the call, make notes and follow the script
- Basic to intermediate level of math skills required to assist customers with their vital statistics
- Perceive, understand, and manage emotions and feelings to connect empathically to sense and anticipate customer needs
- Understand and comply with Medtronic policies, to serve as an ambassador for Medtronic with internal/external stakeholders

**Nice to Haves**
- Diabetes therapy or clinical/care based experience or knowledge
- At least one year of relevant experience within customer service, contact centre, office or helpdesk environment
- Experience troubleshooting medical equipment/services in contact centre/helpdesk
- Experience using: SAP and Salesforce

**We Offer**
We offer a competitive salary and benefits package to all our employees:

- Flexible working environment
- Annual Incentive Plan % depending on company results
- Pension scheme and group discount on healthcare insurance
- Training possibilities via Cornerstone/Skills Lab
- Employee Assistance Program and Recognize (our global recognition program)

**Our Commitment**
Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communities if we hope to have long-term sustainable impact. Anchored in our Mission, we continue to drive ID&E forward both to enhance the well-being of Medtronic employees and to accelerate innovation that brings our lifesaving technologies to more people in more places around the world.

**About Medtronic**
Bold thinking. Bolder actions. We are 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 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.
In everything we do, we are **engineering the extraordinary.**

**Your Answer**

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