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Customer Service Representative Korean Speaker

Medtronic
Taguig City, National Capital Region 1633
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Customer Service Representative Korean Speaker

Location:

Taguig City, National Capital Region, Philippines

Requisition #:

21000JO8

Post Date:

Nov 23, 2021


**Careers that Change Lives**


Bring your talents to an industry leader in medical technology and healthcare solutions were a market leader and growing every day. You can be proud to sell medical technologies that are rooted in our long history of mission-driven innovation. Our expanding portfolio delivers measurable clinical and economic value and opens doors. You will be empowered to shape your own career. We support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare.


**A Day in Life**


The Customer Service Representative supporting Medtronic Korea Diabetes Helpline 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. Will answer incoming calls for Korea Helpline and do the necessary troubleshooting with patients, process replacement products, input and analyze data efficiently into the Medtronic systems.


In addition, Customer Service Representative will also be a primary relationship manager and coach for a group of patients during the first 180 days of therapy partnering with field and internal resources to ensure that our new patients stay motivated and successful throughout their onboarding journey.


A strong predictor of success 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.


**Position Responsibilities:**


+ Provide front-line care center support to patients as applicable by using dynamic communication skills to identify patient unmet needs and utilizing effective objection handling techniques.

+ 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. Supports field personnel in providing the best possible outcomes and service for Medtronic customers and patients.

+ Able to identify and analyze pertinent data and drive solutions for patient issues.

+ Measure the success of the efforts through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings.

+ Drive higher retention rate of assigned group of new patients in their first 6 months on insulin pump and/or continuous glucose monitoring through dynamic outbound calls at various points of therapy and inbound calls related to product education.

+ Partner with assigned field Diabetes Clinical Specialists to onboard patients, meet individual needs of Health Care Providers (HCP) and patients in assigned territories and monitor and intervene with at risk patients when necessary.

+ 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.

+ Facilitate resolution and follow up on other transactions as needed in the first 6 months such as product complaints and supply ordering

+ Perform other duties as assigned.


**Must Have: Minimum Requirements**


+ Minimum of 6 years of relevant experience


**Nice to Have:**


+ Bachelors Degree required

+ Minimum of 3 years of experience in the BPO/Call center or Shared Services environment preferably with overseas markets (APAC, US, EMEA, etc.)

+ 3-5 years of experience in customer care, helpline or patient support role, in a Customer Care and/or Sales Associate capacity

+ Experience in medical device or healthcare industry preferred but not required

+ Excellent communication and interpersonal skills with demonstrated ability to build strong patient relationships

+ Fluent in both English and Korean Language

+ Proficient in verbal and written Korean communication skills and/or TOPIK Certification Level 3-5


**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. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.


Physical Job Requirements


The physical demands described within the Responsibilities section of this job description are representative of those 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. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

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Posted: 2022-03-08 Expires: 2022-06-06
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Customer Service Representative Korean Speaker

Medtronic
Taguig City, National Capital Region 1633

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