Magnet.me  -  Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

Deze vacature is verlopen. Je kunt daarom niet meer liken of solliciteren.

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Join our talented WeCare Patient Services team!

Geplaatst 22 mrt. 2024
Werkervaring
1 tot 3 jaar
Full-time / part-time
Full-time
Soort opleiding
Taalvereisten
Engels (Vloeiend)
Nederlands (Vloeiend)

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Careers that Change Lives

Join a diverse team of innovators who bring their worldview, their unique backgrounds, and their 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.

We are always looking for talents who speak English / Dutch and want to join our team!

A Day in the Life

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
  • Understand, comply with Medtronic policies and serve as an ambassador for Medtronic with internal/external stakeholders
  • Active and effective communication with customers, to record and present clear and concise information in a timely manner - both verbally and written
  • Perceive, understand, and manage emotions and feelings to connect empathically to sense and anticipate customer needs
  • Ability to handle high-stress environment
  • Frame problems as opportunities when evaluating solutions to provide excellent solutions and services to customers

Must Have (Minimum Requirements):

To be considered for this role, the minimum requirements must be evident on your resume.

  • Fluent in English & Dutch
  • Strong oral and written language skills
  • Diabetes and Therapy Knowledge
  • Experience using: SAP and MS Office suite (Word, Excel, Outlook)
  • Experience troubleshooting medical equipment/services in contact center/helpdesk
  • Keyboarding 40 WPM average

Nice to Have (Preferred Qualifications):

  • 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

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 insurances
  • Training possibilities via Cornerstone/Harvard Manage Monitor/GetAbstract
  • Employee Assistance Program and Recognize! (our global recognition program)

Please note that for this position, relocation support is not provided. We are looking for candidates that live within a max. 80km radius of our Medtronic office in Heerlen, the Netherlands. After your fulltime training period at the office, we expect you to work 2 days per week in the office; the other days you will work out of your home office.

Medtronic is a global healthcare solutions company operating in approximately 160 countries. We are committed to improving lives through our medical technologies, services, and solutions.

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