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 flexible benefits package career development opportunities international exposure employee support Resources 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; Review operational data and KPIs to identify gaps; Support adoption of digital, automation, and AI-enabled solutions; test tools and report results share knowledge and assist onboarding and change initiatives Relevant Customer Care or service operations experience Strong attention to detail in case documentation and data accuracy 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 reporting tools Knowledge of problem solving, root cause analysis and process documentation Curiosity about automation, GenAI and AI-assisted ways of working Professional integrity, confidentiality and continuous improvement mindset Fluent Italian and strong English proficiency customer-centric Excel

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