Customer Service Specialist

Please submit your application as soon as possible, as we reserve the right to close this advertisement at any time.

Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound. We aim to transform the way people understand and treat hearing loss and innovate to connect people with future technologies. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. Learn and grow with us as we tackle the most complex challenges in helping more people to experience a lifetime of hearing.

Position Overview / Purpose

The Service Specialist must develop a deep understanding of Recipient needs specific to their circumstances (type of hearing loss, hearing journey stage, devices used, care model etc). The key outcome for the role is the successful initial engagement with customers delivering greater lifetime customer value.

Accountability 1:  Provide direct service to customer

• Provide the product training, trouble shooting service and etc. to customer through the phone or face to face
• Provide direct service of warranty replacement, Speech processor repair and upgrade business, to reduce service TAT in the region.
• Provide loaner of Speech Processor to customer, and mapping for customer when necessary
• Organize and lead Cochlear owned recipient activities in the region by providing product maintenance service, trouble shooting service, training and so on.
• Handle the service consultation and complaint.

Accountability 2: Improve customer satisfaction on both user pay and government tender segments.

• Understand more of front line service and suggest improvement plan accordingly to support the development of future service.
• Collect product complaints in the region to support product quality improvement.
• Enhance recipient training along the life to reduce product failure rate and improve customer satisfaction.

Accountability 3:  Engage with Cochlear partner to make Cochlear recipient service more effectiveness and convenient

• Fixed frequency of visit rehab center, to understand Cochlear service performance and improvement areas, and own the relationship between Cochlear and rehab center.
• Cooperate with rehab center or hearing aids shops to develop new channel of service, to make Cochlear service more effective and convenient to recipient.
• Engage with Cochlear volunteers in the region.
• Make the rehab center cooperation program happened together with sales team.

Team Role (Individual contributor):

• Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g. audit) when appropriately trained to undertake these responsibilities.
• Contribute ideas on systems and process methods to improve deliverables.
• Work safely, complying with all safety procedures, rules and instructions; and reporting workplace hazards, incidents or injuries to manager.

Key Incumbent requirements

Minimum

• About 2-3 years Customer service experience
• Excellent customer service awareness
• Ability to multitask, prioritize work efficiently and work independently
• Effective communication and execute skills

Ideal

• Be willing to travel
• Reasonable English in both oral and written

If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below.

#CochlearCareers

How we recognise your contribution

At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.

For more information about Life at Cochlear, visit www.cochlearcareers.com