Customer Care Specialist

Customer Care Specialist

Ideally based the UK London Region / Hybrid Working

There is flexibility for this role to be based in Switzerland.

A highly visible and critical Customer Care operational role, which is to act as the primary point of contact for BPO and Distributor Tier 3 Customer Contact Center Support.

GROW WITH US:

Tandem Diabetes Care, Inc., is a global insulin delivery and diabetes technology company based in San Diego, California. Together we are creating new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience.

INNOVATE EVERY DAY:

Tandem Diabetes Care Switzerland is developing a next-generation insulin “patch pump” that will offer additional treatment options for people with diabetes. This pump is based on a patented microfluidics technology developed in-house during the past 10 years.

In this role you will be responsible for owning and updating scripts, managing product launches, and optimizing workflows to ensure seamless operations. The candidate will support the development and management of training programs for BPO teams, provide expertise in country-specific requirements, and act as a Subject Matter Expert (SME) for CRM and BPO support. Additional responsibilities include assisting with BPO audits, developing Standard Operating Procedures (SOPs), support continuous training and overseeing SIT/UAT testing and the cutover process for go-live initiatives.

This position requires strong product and system Salesforce CRM and Genesys) knowledge, organizational and communication skills, proactive cross-functional collaboration, and ability to work independently while taking ownership of key responsibilities in a highly agile and fast paced environment.

PRIMARY DUTIES & RESPONSIBILITIES:

International Customer Care Process and Materials

• Creates scripting, SOP’s, procedures and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system.
• Uses knowledge to propose recommended improvements to customer related processes and materials.
• Represent Customer Care in the launch of new products and serve as subject matter expert.

Collaboration

• Provides ongoing support to Director and Sr CC Specialist.
• 1st POC for BPO system and IT issues owned by Tandem..
• Identifies potential health and safety issues with products and follows appropriate internal notification procedures.
• Performs other duties and schedules as assigned including project executions.

Knowledge, skills & abilities:

• Preferred Tandem or Diabetes Pump knowledge product and procedural knowledge.
• Ability to develop and understand flow diagrams, scripts, SOP’s and work with decision trees.
• Ability to perform work using a CRM, ERP and CCaaS tool which requires navigating in an automated system and creating value based reporting.
• Knowledge of HIPAA/GDPR desired.
• Clear verbal and written communication skills to impart product information over the telephone, and email to key stakeholders.
• Skilled at presenting complex information in a clear, concise manner to all levels.
• Demonstrates a strong ability to support technical and inside sales function including inbound, outbound, and email queues..
• Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) contact center voice (Genesys) and other related systems.
• Ability to learn and adapt quickly in a fast-paced and changing environment.
• Flexibility needed for an international operation, and travel internationally when required,
• Strong critical thinking skills with the ability to take known concepts and apply them to solve new or different problems.
• Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information.
• Skilled at promoting team cooperation and a commitment to team success.
• Demonstrated experience successfully assisting, mentoring, and training others.

WHAT’S IN IT FOR YOU?

In addition to innovative technology, we have a culture that fosters the idea that the happiest people are the most productive people. Not only do we hire forward-thinking achievers to join our workforce, but we reward, develop, and retain them too. We offer:

• A high-tech and innovative environment in MedTech
• Excellent working conditions, autonomy, and being part of a motivated and highly qualified team
• Interesting and stimulating work in an innovative field with high potential

WHY YOU’LL LOVE WORKING HERE:

At Tandem, we believe joy fuels excellence. That's why we've built a workplace that celebrates your achievements and supports your well-being. Our team thrives on pushing boundaries and fostering growth, all while maintaining a spirit of fun and camaraderie. This is just one of the ways we stay awesome!

BE YOU, WITH US!

We embrace the value that every single one of us brings to the table. But sometimes we forget that when we don’t meet 100% of a job description’s criteria – maybe you’re feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.

Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age, disability, sex, race, religion or belief, gender identity or expression, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We are an inclusive organization, and we welcome applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

REFERRALS:

We love a good referral! If you know someone who would be a great fit for this position, please share!

Make a move that matters. Join Tandem Diabetes Care, where we're turning challenges into triumphs every day and where your talents will help shape a healthier, happier tomorrow.

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