Total 4 contracts specialist job vacancies in Customer Service category in D11 Novena, Thomson, Watten Estate

Key Responsibilities:

Level 1 Support (Basic Troubleshooting and User Support):

• Provide first-line support for Microsoft Dynamics 365 (CRM) users via email, phone, or ticketing system.
• Troubleshoot basic user-reported issues, including login problems, permissions, and user interface errors.
• Assist with password resets, user account management, and basic configuration issues.
• Create and manage support tickets in the service management tool (e.g., ServiceNow, Jira, ManageEngine).
• Escalate complex issues to Level 2 to external vendors and identify the root cause problems, work with vendors and response within the agreed SLA.
• Conduct routine health checks to ensure the proper functioning of the platform.
• Provide training to users on new features, system updates, or best practices.

Level 2 Support (Advanced Troubleshooting and Configuration):

• Investigate and resolve more complex issues related to Dynamics 365 customizations, configurations, workflows, and data integrations.
• Perform root cause analysis for system errors, performance issues, or failed integrations.
• Handle troubleshooting of Dynamics 365 plugins, workflows, business rules, and custom entities.
• Manage system configurations, including user roles, security roles, permissions, and business units.
• Support data migration, data imports/exports, and resolve issues related to data integrity.
• Assist with the configuration and customization of Dynamics 365 entities, forms, and views to meet business needs.
• Analyze and resolve integration (API) issues with other third-party applications (e.g. HR, Hubspot, legacy systems) or internal systems.
• Collaborate with the development team on custom plugins, scripts, or business logic.
• Perform testing and validation on Dynamics 365 customizations or updates before deploying changes to production.
• Document and maintain troubleshooting steps, known issues, and common resolutions for team knowledge base.

Key Skills & Requirements

Technical Skills:

• Proficiency in Microsoft Dynamics 365 CRM applications (Sales, Customer Service, Field Service, Marketing, etc.).
• Experience with customizations including entity creation, form design, views, dashboards, and business rules.
• Familiarity with Power Automate, Power BI, and PowerApps for automation and reporting.
• Basic knowledge of JavaScript for form customizations and client-side scripting.
• Familiarity with SQL and Advanced Find queries for reporting and troubleshooting.
• Experience with data imports/exports and data integrity issues.
• Understanding of Microsoft Azure and cloud-based deployments of Dynamics 365.
• Ability to troubleshoot Dynamics 365 system performance and user experience issues.

Experience:

• 1-3 years of experience in Microsoft Dynamics 365 support or administration (for L1).
• 3-5 years of experience in Dynamics 365 administration, customization, or technical support (for L2).
• Experience supporting CRM or ERP solutions is a plus.
• Familiarity with integration tools such as Azure Logic Apps is a plus.
• Experience with Power Platform (Power Automate, Power BI) is highly desirable.

Soft Skills:

• Strong problem-solving skills with the ability to analyze complex technical issues.
• Excellent communication skills, both written and verbal, with the ability to communicate technical information to non-technical users.
• Ability to work under pressure and prioritize multiple tasks effectively.
• Strong attention to detail and a customer-oriented approach to service.
• Ability to work independently as well as collaboratively in a team environment.
• Good organizational and documentation skills.

Working Location: Upper Thomason Road (TE5, TE6)

Work Week: 5.5 days

Working Hours:

9 am to 6 pm (Monday to Friday) & 9 am to 1 pm (Saturday)

Monthly Salary Ranges: S$2,700 to S$3,200

Job Summary:

As a care coordinator, you are part of a supportive team responsible for providing comprehensive and compassionate care coordination services for patients. You also liaise with patients, healthcare providers, and internal teams to ensure a seamless patient care experience.

Key Responsibilities:

1. Coordinate and manage patient care services in collaboration with health providers.
2. Assist in scheduling appointments, follow-ups, and treatment plans.
3. Communicate with patients and families to ensure understanding of care processes.
4. Maintain detailed records of patient interactions and services provided.
5. Assist patients with navigating healthcare services, including pre and post-care requirements.
6. Contribute to the continuous improvement of patient care procedures and policies.

Job Qualifications:

1. Bachelor’s degree in a biomedical, marketing or business-related field.
2. Hardworking and caring with a strong interest in the medical field.
3. Prior experience in sales, customer service, or patient care coordination is preferred.
4. Strong communication and interpersonal skills.
5. Ability to work under pressure in a fast-paced environment.
6. Attention to detail and excellent organizational skills.

Customer Support:

- Provide daily customer support for the cloud computing power platform, including but not limited to responding to user inquiries in both English and Chinese via Telegram, Email, and other channels.

- Address and resolve customer issues, ensuring high levels of customer satisfaction through effective communication and problem-solving.

Issue Feedback and Tracking:

- Collect, organize, and track user feedback and issues related to the daily use of the cloud computing power platform.

- Collaborate with the product and technical teams to ensure timely resolution of reported issues.

Product Usage and Feedback:

- Assist users with the daily use of the cloud computing power platform, providing guidance and support as needed.

- Gather user feedback on the platform and its features, and report this feedback to the product team for continuous improvement.

Documentation and Reporting:

- Maintain accurate records of customer interactions and support activities.

- Prepare regular reports on customer support metrics and issue resolution status.

Requirements:

- Minimum of 1 year of experience in customer support or a related field.

- Proficient in both English and Chinese, with excellent verbal and written communication skills.

- Strong problem-solving skills and the ability to handle multiple tasks simultaneously.

- Detail-oriented with strong organizational skills.

- Experience in the cryptocurrency or cloud computing industry is a plus.

• 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.