Customer Service Representative

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.

The OpportunityWe 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

How we recognise your contribution

We want Cochlear to be a place where our people enjoy coming to work. Through our internal programs and employee benefits we aim to create an environment where our people will feel valued 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.

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. We offer flexible working arrangements, and we understand flexibility is not the same for everyone. We're open to a conversation about what flexibility means for you.

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