Customer Care Process Support Specialist

4 giorni fa

Monza, Lombardia, Italia Medtronic Tempo pieno

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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 reporting tools
* Knowledge of problem solving, root cause analysis and process documentation
* Ability to coordinate with internal stakeholders and escalate when needed
* 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
* proactive
* structured
* Excel
* Trackers
* Dashboards

Customer Care Process Support Specialist

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Americhe

Europa

Asia / Oceania

Africa

Customer Care Process Support Specialist

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Lavoro simile a Monza

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