16 ott - Milano
Medtronic
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 elevate 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
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