Customer Care Process Support Specialist

About the role

The Customer Care Process Support Specialist provides operational support and contributes to customer enablement, escalation follow‑up, problem solving and process documentation within Medtronic’s Customer Care team in Milan. The role uses frontline experience, data and digital tools to improve service consistency and drive proactive, digitally enabled support.

Key responsibilities

• Manage customer and internal stakeholder requests across phone, email and shared platforms, handling non‑standard inquiries, incidents, complaints, order questions and service issues while documenting actions in relevant systems.
• Support intake, monitoring and follow‑up of complaints, incidents and sensitive cases, escalating urgent or recurring issues and maintaining visibility of patterns for review.
• Analyse operational data, KPIs and recurring issues to identify gaps, contribute to root‑cause analysis, update work instructions and knowledge content, and support corrective actions.
• Promote adoption of approved digital, automation and AI‑assisted solutions, providing guidance, collecting feedback and testing new tools within a defined scope.
• Collaborate with Customer Care colleagues, team leads and cross‑functional partners, communicate risks and improvement ideas, and share process knowledge during onboarding.

Required profile

• Customer‑oriented professional with solid Customer Care or service operations experience and the ability to manage non‑standard situations using sound judgment.
• Strong attention to detail in case documentation, data accuracy and communication, combined with analytical thinking and a continuous‑improvement mindset.
• Fluent in Italian and proficient in English to interact with international stakeholders and produce documentation.

Required skills

• Proficient use of Microsoft Excel for tracking and reporting.
• Experience with Power BI or similar dashboard tools.
• Working knowledge of SAP or comparable workflow platforms.
• Familiarity with digital, automation and AI‑assisted tools in a Customer Care environment.