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Customer Engagement Specialist (Eastern Region)

Apply now Job no: 614135
Work type: Permanent
Location: Tokyo
Categories: Marketing, Customer Service, Sales, Asia Pacific, Individual Contributor

The Customer Engagement Specialist will engage with candidates and their family throughout their hearing journey, handling consumer inquires and sharing appropriate information about implantable hearing solutions at each stage of the hearing journey that results in the choice of Cochlear. The role will offer valuable insights through personal mentoring to ensure a successful hearing journey. The Customer Engagement Specialist will interface closely with the Marketing, Sales, Clinical and Customer Service teams as well as the Cochlear recipient network. The Customer Engagement Specialist will also be responsible for planning, preparing and executing professional and recipient/candidate events and initiatives and manage the Cochlear Care Centre (CCC) activities.

Accountabilities

 

Accountability 1: Candidate Engagement and Communication

  • Provide a consumer support approach with every contact through personalised mentoring and follow up
  • Act as the primary liaison for inbound and outbound telephone calls, email and face to face communication involving consumers
  • Attend consumer events and proactively engage with candidates to build ongoing relationships and be the primary contact to help guide candidates through the implantation process
  • Build relationships with key internal and external groups and contacts (e.g. Cochlear volunteers) to create, foster and mobilise a network of support that will assist with reaching out to consumers and nurturing candidates through their hearing journey to implantation
  • Ensure all candidate inquiries are responded to with a sense of urgency
  • Ensure all candidates are supported throughout the decision-making and implantation process
  • Provide personalised, accurate information and guidance about the implantation process
  • Ensure communication is clear and timely, and proper action is taken while all internal processes are followed
  • Regularly follow up and communicate with consumers, providing appropriate touch points. If required, facilitate a meeting with the appropriate Sales Representative, other recipients and/or volunteers
  • Support the regional field team to organise and manage the Cochlear Implant Educational Program (CIEP) programs to raise Cochlear Implant (CI) awareness
  • Provide an empathetic experience to consumers through communication that keeps the candidate’s needs in mind and offers support through real life experience and company resources
  • Offer a friendly and welcoming positive attitude through all touch points

 

Accountability 2: Leads Data Tracking, Analysis and Utilisation  

  • Utilise current systems (Salesforce.com) to track consumer touch points
  • Document all consumer customer trends and concerns within systems and raise with the Regional Manager – Sales & Clinical Field (East)
  • Offer solutions and provide creative ideas for responding to trends
  • Provide, create and monitor various metrics, as directed
  • Partnering with regional field team, analyse and produce adequate data/solutions on leads and conversions; as they relate to market growth, market share, and strategies on referral pathway.
  • Track activities and outcomes from the CIEP program and provide a report on a monthly basis             

 

Accountability 3: Events and Cochlear Care Centre (CCC)

  • Partner with regional field team to understand the business needs for events and lead the event management logistics and coordination for events targeting professional and recipient/candidates and events working with hearing aids partners, including booking venues, contract and rate negotiations, accommodation, meeting specifications (food and beverage, audio visual), registrations, event experience (décor and entertainment), develop event materials, on-site set-up/breakdown
  • Manage the CCC appointments in the Tokyo office and organise other locations/rooms in other cities, as required
  • Provide technical support, including device checks and basic repair work, as required
  • Perform check and clean services for devices through the CCC in accordance with work instructions
  • Provide device troubleshooting assistance to recipients, in person, over the phone and/or via email, and guidance on correct care and maintenance of their device, as required  
  • Support recipients in the optional use of their new equipment
  • Ensure device and technology knowledge is up to date and ensure best customer service; completing and attending training, 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.

Key Incumbent requirements:

 

Minimum:

  • Strong, persuasive written, verbal and communication skills
  • Strong interpersonal skills displayed across diverse demographics
  • High level of emotional intelligence with the ability to demonstrate management of one’s own feelings and experiences to match the emotional level of another
  • Technical fluency with an advanced level of comfort with web based and interactive tools
  • Demonstrated ability to coordinate, organise and report data in a systematic way for functionality
  • Demonstrated history of clear bias for action and an ability to work independently
  • Strong telephone skills
  • Demonstrated ability to organize and coordinate events in a timely manner working with many stakeholders under the pressure
  • Ability to travel throughout Japan
  • Demonstrated ability to improve processes in projects

 

Ideal:

  • Speech-Language-Hearing Therapist license
  • Registered Nurse license
  • Experience in medical device industry
  • Experience in multinational companies
  • Business fluency level in English skill

 

Development Value of this role:

  • Opportunity to work across organization boundaries
  • Capability to enhance the value proposition of Cochlear through various Consumer events
  • Opportunity to work in the company constantly offering new technology and solution
  • Recognition of the outcomes from internal people and external customers.
  • Opportunity to work in a global company
  • Develop project management skills

 

Region-specific Requirements:

  • Native level Japanese

Advertised: Tokyo Standard Time
Anticipated Application Closing: Tokyo Standard Time

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