Reliable Service for Diabetics

27 January 2026
100%
Permanent position
Zürich

Job summary

TELAG supports insulin pump users across Europe with expert advice. They offer prompt assistance and high service quality for those relying on medical devices.

Tasks

Implement a service line for insulin pump inquiries and support.
Manage information, complaints, and orders for insulin pumps.
Ensure high service quality with a dedicated team in Zurich.

Skills

Experience in customer service and knowledge of diabetes care.
Strong communication skills in multiple languages.
Ability to manage and resolve customer inquiries effectively.

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About the job

Those who rely on medical devices daily are glad to receive quick and competent advice by phone. Read how TELAG makes this possible for users of insulin pumps in various European countries.

According to the World Health Organization (WHO), about 60 million diabetics live in Europe. Approximately 10.3% of men and 9.6% of women over 25 are affected, and as overweight and unhealthy lifestyles increase, the number of affected individuals is rising. Some diabetics need insulin pumps to supply the insulin their bodies do not produce sufficiently. TELAG has been supporting diabetics in Switzerland, Germany, Austria, Belgium, and Italy for 3 years on behalf of a leading company in the development and manufacture of injection systems for self-medication, assisting them in using their insulin pumps.

The complete service

The assignment was: implementation of a service line for insulin pumps, where all inquiries from the target group are received and individual requests are forwarded to the client’s support if necessary, or in emergencies, the caller is referred to the local emergency service. TELAG employees handle information and complaint management, as well as the ordering of insulin pumps and provide advice in German, French, Italian, and English. Insulin pump users ask general questions about the products or services, report error messages, or initiate an exchange of their product.

Success through quality

The project has been running successfully since April 2016. The main requirement for TELAG is high service quality. A shared team in Zurich handles up to 400 calls per month and ensures an annual availability of on average more than 90%. Most calls concern usage advice (e.g., resetting the device), but there are also situations where a product exchange must be initiated. In these cases, an external courier service provider is commissioned by the respective TELAG employee. A high level of technical and service competence ensures satisfaction on the part of customers and clients. For various campaigns, the medical information service is additionally expanded. This way, TELAG gets the maximum out for all involved. We stay on it and look forward to more exciting assignments.