Customer Service Representative (French Bilingual) - Night Shift - Muntinlupa

Medtronic Diabetes Operating Unit focuses on improving the lives of those within the global diabetes community. Our portfolio of innovative solutions are designed to provide customers greater freedom and better health, helping them achieve better glucose control, while spending less time managing their disease.

They are customer and quality oriented and aim at serving all our customers with the utmost professionalism. They will be trained to be subject matter experts in the area of Insulin Pumps, CareLink and Continuous Glucose Monitoring.

• Responds to customer product inquiries, issues or malfunctions via telephone or chat sessions.
• Troubleshoots customer concerns, issues raised during training, product use or malfunctioning products, and/or software applications and recommends corrective action.
• Interpersonal skills and product knowledge are critical to responding and troubleshooting to customer inquiries.
• Documents customer information, troubleshooting, and/or recurring product issues to support product quality programs and product development.
• Responsible for reporting complaints and Adverse Drug Reactions (ADR)
• Acts as a liaison between sales personnel and technical staff.
• Provide product related information and assistance to patients and medical professionals using our medical devices to manage their diabetes. Troubleshoot and resolve technical support inquiries and issues via phone and e-mail from customers. Determines customer issue or request and resolves inquiry/request exceeding customer expectations
• Provide troubleshooting and resolution associated with device functionality and capability. Logical sequence of troubleshooting based upon the customer stated issue including access and use of tools provided.
• Accurately and concisely document customer feedback and any troubleshooting completed during the call, identify trends affecting our products and provide feedback to appropriate teams.
• Participate in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products).

Required Knowledge and Experience:

• Proficient in both English and French
• Related experience in customer care, helpline or patient support, in a Customer Care and/or Sales Associate capacity experience is preferred.
• Demonstrated ability to effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.
• Demonstrated ability to present information in a clear, concise and timely manner to customers experiencing medical emergencies
• Ability to analyze customers’ needs and the desire to provide excellent solutions and services.
• Demonstrated competency strength: customer focus, service orientation, relationship building.
• Proficiency in using a computer to navigate through multiple screens and programs at the same time in order to give and receive information.
• Basic to intermediate level of math skill is required to assist customers with their vital statistics and issue resolution.
• Applicants must be willing to work in BGC, Taguig City (Hybrid).