Responsibilities include but not limited to:
•Provide the product training, trouble shooting service and etc. to customer through the phone or face to face
•Provide direct service of warranty replacement, Speech processor repair and upgrade business, to reduce service TAT in the region.
•Provide loaner of Speech Processor to customer, and mapping for customer when necessary
•Organize and lead Cochlear owned recipient activities in the region by providing product maintenance service, trouble shooting service, training and so on.
•Handle the service consultation and complaint.
•Understand more of front line service and suggest improvement plan accordingly to support the development of future service.
•Collect product complaints in the region to support product quality improvement.
•Enhance recipient training along the life to reduce product failure rate and improve customer satisfaction.
•Fixed frequency of visit rehab center, to understand Cochlear service performance and improvement areas, and own the relationship between Cochlear and rehab center.
•Cooperate with rehab center or hearing aids shops to develop new channel of service, to make Cochlear service more effective and convenient to recipient.
•Engage with Cochlear volunteers in the region.
•Make the rehab center cooperation program happened together with sales team.
You Bring Your Skills and Experience
As we grow our operations, we are looking for people who share our passion for delivering quality hearing solutions to our customers. To add value to Cochlear in this role, you'll be able to demonstrate the following qualifications, skills and experience:
Key Incumbent requirements:
• About 2-3 years Customer service experience
• Excellent customer service awareness
• Ability to multitask, prioritize work efficiently and work independently
• Effective communication and execute skills
• Be willing to travel
• Reasonable English in both oral and written