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Shared Service Representative

Apply now Job no: 608319
Work type: Permanent
Location: Kuala Lumpur
Categories: Customer Service, Asia Pacific, Individual Contributor

Cochlear's mission is to help people hear and be heard. Around the world, more people choose 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 Now. And Always.

We Offer Challenging Work with Real Meaning

The work we do at Cochlear help people with hearing loss to connect to others and live full lives. Whether you are involved in designing devices, manufacturing quality products, providing services to customers or supporting business processes, the work at Cochlear is challenging for your mind and emotionally fulfilling and worthwhile.

The Role :

Operational Responsibility:

· Effective execution of allocated activities, services and processes within agreed service levels – this includes but is not limited to activities such as order entry, service request entry, other manual transaction processing, invoicing, user acceptance testing, word processing, customer account setup and maintenance, information transactions, proactive management transactions and services, customer feedback and enquiries, troubleshooting for customers, complaint handling and project participation

· Provide world class support to customers (internal and external) via Phone, Chat, Web Form, E-mail, Facsimile, or other channel

· Provide support to the Shared Customer Operations Group Lead in the establishment of additional metrics, standardization and benchmarking of processes and related activities

· Commitment to ongoing improvement of SSC performance, effectiveness, efficiency and customer service; support implementation to improved systems, practices and/or processes where directed by Shared Customer Operations Group Lead

· Work with Shared Customer Operations Group Lead to develop a model that maximizes efficiency and cooperation through developing a cross-centre support model to address and overcome short-term resource issues in individual SSCs

· Work with Information Technology stakeholders to employ technology solutions that will reduce redundancies, inefficiencies, and manual transactions and that will increase efficiencies and customer experience

· Other duties as required in the operation of the SSC

Shared Services Development:

· Work with Shared Customer Operations Group Lead to review performance of the SSC use data to identify where best practices exist and where consistency can be applied to improve overall efficiency and opportunities for services or processes that may be beneficial as a shared service

· Support implementation of projects, initiatives and activities to advance the overall effectiveness of SSCs

· Proactively identify, resolve or escalate issues within SSC operations

Special Projects:

· Supports the Shared Customer Operations Group Lead through various special projects and activities as required

Team Role (Individual contributor):

· Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g. audit) when appropriately trained to undertake these responsibilities

· Contribute ideas on systems and process methods to improve deliverables

· Work safely, complying with all safety procedures, rules and instructions; and reporting workplace hazards, incidents or injuries to manager

Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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