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Customer Service Coordinator Czech Republic and Slovakia

Apply now Job no: 608472
Work type: Permanent
Location: Prague
Categories: Eastern Europe, Individual Contributor, Customer Service

Cochlear develops world-leading medical devices that help people hear. Around the world, more people chose a Cochlear-branded 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.

We are looking for a Customer Service Coordinator to join our great team in Prague. Prague office is a part of Cochlear Central & Eastern Europe (CEE), with Head Quarter based in Vienna, Austria.

The position holder is responsible to coordinate the day-to-day customer service, which includes the handling of customer queries/requests, the processing of customer orders and the facilitation and tracking of internal processes (e.g. financial, service & repairs, logistics) to ensure the best possible service is provided to customers. The position further supports the sales and marketing activities in a range of activities (metrics & statistics, demo material availability, marketing activities, events, etc.).

Responsibilities:

  • Process orders and handle other service related requests of professional customers and patients, defuse and resolve customer service inquiries in a timely, effective manner
  • Provide support and education to customers, professionals and business partners
  • Support marketing and sales activities as well as improvement of the overall customer experience
  • Close collaboration with marketing, sales, logistics and finance departments
  • Conduct and support projects and process improvements
  • Ensure that communication is clear and proper action is taken while all internal processes are followed

Candidate Requirements:

  • Positive attitude, curious to learn about new topics, pragmatic problem solution approach
  • Previous work experience in a service-orientated role is required, preferably in a global/multi-national company – ready to contribute to positive customer experience
  • Good computer skills in various software packages (ERP, CRM Systems, like Oracle/SAP, Salesforce.com, web-based programs), good knowledge of MS Office applications is essential
  • Ability to prioritize tasks and set personal deadlines in an agile environment, flexible and able to work under pressure with little supervision
  • Good communication and personal interaction skills, positive phone demeanor and proven ability to interact effectively with customers and colleagues
  • Process-oriented, highly organized and able to carry out tasks constructively
  • Minimum High School Diploma and successfully completed vocational qualification in business administration field or by secondary education
  • Fluent or Native in Czech, advanced English skills are mandatory

Our Core Behaviours:

 

     Put the customer at the centre of all that we do

  • Listen and act with the customer in mind.
  • Strive to enhance the customer experience.
  • Seek to learn about and understand our customers.
  • Help others think about our customers.

     Think differently to change and grow

  • Inspire and implement new ways of thinking and operating.
  • Keep things simple, specify minimum must haves.
  • Challenge the status quo and take calculated risks.
  • Make it okay to make mistakes and learn from them.

     Inspire each other to achieve 

  • Develop self and others to grow the business.
  • Make decisions, demonstrate courage and overcome obstacles.
  • Respond and adapt quickly to changes.
  • Recognise and celebrate success and achievements.

     Unite and act as one 

  • Seek alignment around decisions and demonstrate shared accountability.
  • Work together to identify and act on opportunities.
  • Consider diverse perspectives to solve problems.
  • Build trust, strengthen relationships and communicate openly.

 

Advertised: W. Europe Daylight Time
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