Customer Service Representative

Cochlear is seeking a Customer Service Representative who will report to the Customer Service Supervisor and be based in our Sydney Office.

Responsibilities

• Provide high‑quality customer service by promptly and effectively responding to general enquiries (via email, phone and chat) on a variety of topics including product, service, warranty 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 recipients.
• Support recipient access to potential funding pathways, such as NDIS, Hearing Australia and private health insurance, to increase engagement and drive revenue growth.
• Manage recipient registrations, records and transaction processes.
• Lead investigations regarding customer complaints and take corrective actions as required.
• Liaise directly with customers for special requests regarding parts service, product repair or replacement and troubleshooting.
• Coordinate and manage service and repair processing, reviewing for accuracy to minimise processing turnaround time.

Qualifications

• Minimum:
  • Demonstrated customer service experience in a phone‑based environment.
  • Well‑developed administrative and organisational 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.
  • Detail‑oriented 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 systems) is advantageous.
  • Experience in process implementation and process improvement.

Location

Sydney Office, Australia.

Application Notice

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

#J-18808-Ljbffr