- Learn and develop as part of a driven and supportive regional team.
- Work with impact to support sales growth and customer excellence to help more people hear and be heard.
- Fixed term contract on-site role in Singapore until June 2024, with potential for conversion to permanent role.
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. 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 people to hear.
The Opportunity
An opportunity now exists for a customer service and operations specialist to join our Asia Growth Markets team based in Singapore.
In this position, you will provide customer service and operational support to Cochlear’s professional partners, distributors, candidates and recipients, and cross functional internal stakeholders to drive business growth, success in execution of Order to Cash Management, CRM project and process improvements.
Key areas of accountability include:
Customer Service and Operations for Asia Growth Markets
- Administer and drive order to Cash Management processes, working with distributors and country teams, ensuring the country teams are on track with orders to forecast with clear cut off timelines.
- Manage distributor relationships to drive continuous improvement of processes (i.e. service warranty and service initiatives) to increase the distributors’ efficiency and effectiveness.
- Provide the necessary training to uplift distributors’capabilities in customer support and improve distributor’s knowledge of products including care and maintenance and upselling services.
- Manage Salesforce.com (SFHC) cases – triage,close cases, match and maintain recipient accounts.
- Salesforce Health Cloud Subject matter expert: SME support for the region,conduct training to internal and external stakeholders including sales & commercial operations to self-serve.
- Collaborate with Malaysia Shared Services team to refine and improve order management process, service contract process including implant and device registration process in a timely manner
- Drive / initiate process improvements that will increase efficiency of the Order to Cash processes and other related work flow.
- Support Services Segment (upgrade sales and repairs) in Asia Growth Markets
- Drive service alignment with distributors, conduct site visits to map the service process in-countries, identify gaps and refine processes for improvements on care and maintenance and uplift distributors capabilities to upsell. (*light travels as needed)
- Identify trends in warranty, service repairs and recommend opportunities for upsell and optimise service offerings.
Cochlear Care Centre in Singapore (Candidate and Recipient walk-ins)
- Provide quality customer experience to candidates, recipients, caregivers and/or family members of recipients. (ie. Troubleshooting, counselling for upgrades, attending to customers’ queries / requests.)
Business analytics/decision support and reporting
- Use of BI/Oracle/SHFC to develop useful reports that will increase understanding of business health – eg. Warranty, registrations, case management activities etc.
- Act as business partner to provide analysis with useful/practical recommendations to improve process, efficiency and optimise cost savings.
- Assist with the preparation and analysis of data for quarterly business reviews
Local Administration support
- General office admin including office maintenance, supplies replenishment
- Logistics support for events
- Marketing support – courier /pack marketing materials
- Any other duties as assigned from time to time.
About you.
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:
- High School Certificate or equivalent
- Minimum 3-5 years’ experience in operations,account management, or relevant field
- Excellent written and oral communication skills (English)
- 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 and multi-task
- 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
- Strong interpersonal skills with excellent customer service engagements expected across internal and external customers
Ideal:
- Bachelor’s degree in an area related to hearing health, healthcare, or Audiology
- Previous customer experience or account management experience or customer services in healthcare/medical field would be an advantage.
- Experience with Oracle ERP and/or Salesforce would be an advantage
- Additional language ability is an advantage (eg.Mandarin speaking due to interactions required with customers engagements with walk ins, calls and events).
Why Cochlear?
Cochlear pioneered and is the global leader in the research and development, manufacture and marketing of implantable hearing solutions. Cochlear’s global headquarters is located on the campus of Macquarie University, Sydney, Australia to enable links to world leading hearing science research. A success story in the commercialisation of R&D, Cochlear has a 70% share of the global market, employs more than 2,500 people worldwide, operates directly in over 20 countries and sells in over 100 countries. Over 250,000 people across more than 100 countries now experience hearing as a recipient of a Cochlear hearing solution.
Cochlear can offer:
- The Work - A high impact job supporting world leading technology
- The Organisation – A global leader in active implantable medical device hearing technology
- The Opportunity – To make a difference to the quality of people’s lives
How to Apply:
If you are interested in being considered for this role then please submit your resume and a covering letter detailing your suitability for this role via our Careers Page www.cochlear.com
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.
