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.
The Opportunity
We are seeking a Customer Service Representative, reporting to the Customer Service Supervisor, to be based in our Sydney Office. In this role, the successful Customer Service Representative will have the opportunity to support the Australia & New Zealand (ANZ) team to drive business growth by answering product and service questions, providing information about products and services, and maintaining customer orders and records. The Customer Service Representative will also provide order management support to the Australia & New Zealand (ANZ) Sales team
Responsibilities include:
Provide high quality customer service by promptly and effectively responding to general enquires (via email, phone and chat functionality) on a variety of topics including product, service and warranty enquiries and supply issues.
Ensure orders are processed and order status requests are responded to within 48 hours of receipt
Manage the loan kit process as appropriate
Drive brand advocacy by providing first level support or counselling to Cochlear's recipients
Support recipient access to potential funding pathways, including NDIS, Hearing Australia and private health insurance, to increase engagement and drive revenue growth
Manage recipient registrations, records, and transaction processes.
Lead the investigations regarding customer complaints and take corrective actions as required
Liaise directly with customers for any special requests regarding parts service, product repair or replacement and troubleshooting, as required
Coordinate and manage service & repair processing, reviewing for accuracy to minimise processing turnaround time
You Bring Your Skills and Experience
As we grow our operations, we are looking for people who share our passion for delivering quality hearing solutions to our customers. To add value to Cochlear in this role, you'll be able to demonstrate the following skills and experience:
Minimum:
Demonstrated customer service experience in a phone-based environment
Well-developed administrative and organizational skills
Ability to manage multiple priorities simultaneously
Excellent verbal, written and interpersonal communication skills
Strong computer skills and good working knowledge of the Internet, Excel, Power Point and Word Applications
Detail orientated and demonstrated ability to systematically solve problems
Ideal:
Experience in Customer Service within the pharmaceuticals/life sciences/medical devices industry
Experience in Salesforce and Oracle (or similar system) is advantageous
Experience in process implementation and process improvement
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
Hear now. And always
As the global leader in implantable hearing solutions, at Cochlear (ASX: COH) we are committed to our mission to help people hear and be heard. Our story started more than four decades ago when Professor Graeme Clark pioneered the world's first multi-channel cochlear implant and created an entirely new treatment for hearing loss.
Since our formation in 1981, we continue Professor Clark’s work to help people with moderate to profound hearing loss experience a life full of hearing.
We have provided more than 650,000 implantable devices. Each recipient helps form a global community of millions, through families, friends, colleagues, teachers and more. And they’re not just connected to their own community — each shares a link with each other and to Professor Clark’s childhood desire to help people hear.
We aim to give people the best lifelong hearing experience and access to innovative future technologies. We understand the privilege of connecting people to a life lived with hearing. And we listen, respond and move with the times – to continue to bring hearing within reach of all those who need it.
That's how we live our mission every day. Our global workforce of more than 4,000 people shares a collective determination to give more people the opportunity to enjoy a life of hearing.
Cochlear’s global headquarters are on the campus of Macquarie University in Sydney, Australia with regional headquarters in Asia Pacific, Europe and the Americas. Through our offices in over 180 countries we help people of all ages to hear.
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