Customer Care Process Support Specialist
Pubblicato il 15-10-2026 - Medtronic in Monza
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 report