Overview
In this role, you will deliver reliable customer care while driving a more proactive and digitally enabled service model. You will support end-to-end case management, escalate issues as needed, and contribute to knowledge management and process improvements. You’ll analyze feedback and data to identify gaps and help implement practical improvements with cross-functional teams. This position offers the chance to influence customer outcomes through structured problem solving and digital adoption in a global context.

Retribuzione / Benefits
- competitive salary
- flexible benefits package
- short-term incentive (MIP)
- career development opportunities
- international exposure
- employee support Resources

Responsabilità
- Manage customer and internal requests across channels (phone, email, shared platforms) and handle standard and non-standard inquiries within procedures
- Escalate decisions or risks outside your authority and coordinate with internal teams to progress requests
- Support intake, documentation, and follow-up of complaints, incidents,



and sensitive cases; provide timely updates
- Identify urgent or recurring issues and contribute to reviews; keep stakeholders informed
- Review operational data and KPIs to identify gaps; document findings and update work instructions
- Support adoption of digital, automation, and AI-enabled solutions; test tools and report results
- Collaborate with cross-functional partners; share knowledge and assist onboarding and change initiatives

Requisiti fondamentali
- Relevant Customer Care or service operations experience
- Ability to manage non-standard inquiries and escalations professionally
- Strong attention to detail in case documentation and data accuracy
- Ability to create and update process notes and knowledge content
- Customer-focused communication with empathy and clear expectation management
- Analytical mindset with ability to interpret data and KPIs
- Good Excel skills and comfort with trackers and rep

📌 Customer Care Process Support Specialist (Balgano)
🏢 Medtronic
📍 Balgano