Customer Service Rep II

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.

A Day in the Life

The Customer Care Operations function supports internal and external customers through the efficient management of customer inquiries, requests, and operational case resolution. The team plays a key role in maintaining service quality, operational excellence, and customer satisfaction by ensuring timely, accurate, and compliant support across business processes and systems.

This position is based in Warsaw, Poland and follows a Flex work model, combining remote and on-site work based on business and team requirements. No regular travel is required for this role.

The Customer Service Representative II provides day-to-day operational support by managing customer cases within the assigned scope and ensuring timely, accurate, and compliant resolution. The role requires working independently on moderately complex customer requests, supporting team operations, maintaining service quality standards, and contributing to continuous process improvement initiatives.

Primary Responsibilities

• Manage customer cases within the assigned scope and deliver timely, accurate, and compliant resolution.
• Resolve moderately complex customer inquiries independently and escalate issues requiring additional expertise.
• Maintain accurate case documentation and ensure compliance with established procedures, policies, and quality standards.
• Meet productivity, quality, and service level agreement (SLA) targets while supporting daily operational activities.
• Collaborate with internal stakeholders and team members to resolve customer requests and operational issues.
• Identify recurring trends, process gaps, and customer concerns and communicate findings to senior team members and the Team Coordinator.
• Participate in team meetings, training activities, and knowledge-sharing initiatives to support operational effectiveness.
• Provide coverage for peer responsibilities during absences and support transition of activities when required.

Required Qualifications

• High School Diploma and 1+ year of experience in Customer Care, Customer Service, Shared Services, or a customer-facing operational environment.
• Proficiency in spoken and written English.
• Experience managing multiple priorities and meeting defined service level and productivity targets.
• Experience investigating and resolving customer issues using established processes and procedures.
• Experience working with business systems and Microsoft Office applications.

Preferred Qualifications

• Experience using SAP in a customer service or shared services environment.
• Experience using Microsoft Excel for data analysis, reporting, or operational support.
• Experience supporting case management processes within a multinational organization.
• Knowledge of customer care operations, compliance requirements, and service quality standards.
• Experience identifying process improvement opportunities and operational efficiencies.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

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Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses.

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If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at AskHR@medtronic.com .

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik: Poland: 77,600.00 PLN - 116,400.00 PLN |

The final salary within this range will be determined based on objective, job-related criteria, including relevant experience, skills and qualifications, in accordance with our compensation framework.

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This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).