Medtronic Belgium

Customer Service Representative Diabetes

Description de la fonction

A Day in the Life
We offer you a position where you are responsible to drive retention of new patients during their onboarding on insulin pump and/or continuous glucose monitoring through dynamic outbound calls at various points of therapy and inbound calls related to: Product education, Patient assessments, Additional factors such as diet, exercise and lifestyle, and Goal setting, barrier identification and coaching. This role is expected to collaborate with members of other departments and representatives to fully address customer needs.

To support our Dutch, Belgium and Swiss Diabetes Business Unit we are looking for a part time (min. 0.8) or full time talented StartRight Ambassador with excellent communication skills in English, French and Dutch.

Main job duties/responsibilities
  • As appropriate, partner with The Field to onboard patients, monitor and intervene with "at risk" patients when necessary
  • Builds positive relationships with patients; assisting with goal-setting, realizing goals, identifying, and overcoming concerns during therapy onboarding
  • Use dynamic communication skills to identify patient unmet needs and "pain points" and utilize objection handling techniques to communicate with the patient
  • 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 success through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings
  • Testing and conducting "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.
  • Perform other duties as assigned.
Therapy and Product Knowledge
  • Use proficient disease, therapy and product knowledge to support customers
  • Deliver safe and reliable customer service and support for Medtronic Diabetes customers.
  • Act on training and coaching to meet quality standards and operational targets
Call Management
  • 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
  • Communicate actively and effectively with customers, to record and present clear and concise information in a timely manner - both oral and written
  • Perceive, understand, and manage emotions and feelings to connect empathically to sense and anticipate customer needs
  • Ability to effectively handle high stress situations
Technical, system knowledge
  • Understand Guardian Connect System as well as MiniMed 670G to support customer questions
  • Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements
  • Accurately and consistently document customer interactions in ICE
  • Ensure support and solutions provided are aligned with Department and Standard Operating Procedures
  • Understand, comply with Medtronic policies and serve as an ambassador for Medtronic with internal/external stakeholders

Profil

Must Haves
  • Bachelor's degree from an accredited college/university OR At least 1 year of customer service or support experience in a contact center, office or helpdesk environment or relevant work experience.
  • Excellent communication & language skills in English, French and Dutch 
  • Ability to build relationships with patients that creates trust and engagement
  • Completion of secondary school
  • Effective multi-tasking (navigating between programs to access customer data and input text during call)
  • Basic to intermediate level of math skill required to assist customers with their vital statistics
Nice to Haves
  • Post-secondary education
  • Diabetes and Therapy Knowledge
  • 1 + year of Medtronic experience in Product Support Team with consistent strong performance
  • Experience using: SAP and MS Office suite (Word, Excel, Outlook)
  • Comfortable with technology, quick to learn new technologies/solutions contributing to patient's success
  • Keyboarding 40 WPM average

Offre

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


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