Customer Service Specialist

Cochlear is the global market leader in implant hearing solutions. Cochlear's mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. A Cochlear Implant is an electronic device that is surgically implanted under the skin near the ear that restores hearing to those who suffer from severe hearing loss. It’s an incredible piece of engineering and the only product in the world that restores a sense through technology. Imagine using your experience to help people around the world to hear again. We can offer a unique opportunity to join Cochlear, an iconic Australian company, leading the world in implantable hearing solutions. Our mission is to help more people to hear.

Cochlear’s Asia Growth Markets (AGM) headquartered in Singapore, the AGM region incorporates countries within South and South-East Asia, including Singapore, Indonesia, Malaysia, Thailand, Vietnam, Philippines, Pakistan, and Sri Lanka. AGM currently uses both direct and distributor business models. We are a relatively young region, with ambitious but achievable growth targets.

The Opportunity

Responsibilities include:
- Provide prompt and effective responses to queries and phone requests from external and internal customers on service, warranty enquiries, order and supply issues.- Receive, process and deliver all orders of Cochlear products in a timely manner and adherence to set guidelines, collaborating seamlessly with third-party delivery agents (for Singapore), distributor partners, Country Champions, shared services teams and Sydney HQ warehouse.- Process Return Material Authorisation (RMA)- Resolve problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution- Manage a healthy inventory in the Singapore warehouse to meet demand- Resolve recipient registration and service plan issues- Process end to end warranty replacement and premium exchange requests including managing & updating Oracle entries- Maintain up-to-date records across systems (Salesforce, Oracle, other platforms) with regular reviews- Provide Customer Service to walk-in customers including reception duties, appointment scheduling, invoicing, payment and collection for parts and upgrades, basic trouble shooting and product trials- Provide face to face support to walk-in customers to help support and increase recipient engagement and encourage sign-ups for the Cochlear Family program- Contribute ideas on systems and process methods to improve deliverables.- General Office Administration & Marketing admin support

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. As a regulated company, Cochlear has a responsibility to hire people with the right skills and qualifications to do the work. To add value to Cochlear in this role, you'll be able to demonstrate the following skills and experience:
- Diploma / Degree or equivalent (Computer Science/Information Technology or equivalent)- Minimum 2-3 years’ experience in customer service/commercial operations space.- Excellent written and oral communication skills (English); Mandarin speaking skills preferred.- Strong analytical and problem-solving skills, ability to crunch large amount of data.- Must be highly organized, detail orientated, and work with a high sense of urgency.- Ability to prioritize work and deliverables.- Keen learner with an open mindset towards continuous improvements- Strong computer skills with experience in Microsoft Office- Must be able to work effectively in a team environment.

In turn, you will have the unique opportunity to work within a global organisation that helps people to Hear Now. And Always. You will gain exposure and work cross functionally across the AGM team, build a strong understanding of Cochlear products and processes and the opportunity to broaden your skills set to enhance readiness for other facets of the business.

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 life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities.

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How we recognise your contribution

We want Cochlear to be a place where our people truly enjoy coming to work. Through our internal programs and employee benefits, we aim to create an enviro