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Shared Services Representative

Apply now Job no: 615162
Work type: Permanent
Location: Panama City, Panama
Categories: Administration, Customer Service, South & Central America, Individual Contributor

Position Overview / Purpose:

The role provides operational execution of activities for Cochlear’s Shared Service Centres (SSC). This role will champion process improvement in working with the leader of the team to achieve best practice  on our One Cochlear strategy, including Building a Service Business, Shape the Organisation and Value Creation.

Operational Responsibility:  

  • Provide world class support to customers (internal and external) via Phone, Chat, Web Form, E-mail, Facsimile, or other channel
  • Provide support to the Manager Shared Customer Services in the establishment of additional metrics, standardization and benchmarking of processes and related activities
  • Commitment to ongoing improvement of  performance, effectiveness, efficiency and customer service.
  • 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

Key Incumbent requirements:

  • High proficiency in English
  • 3-5+ Years Customer Service or Call Centre Experience
  • Bachelor’s degree preferred
  • Must be highly organized and detail oriented
  • High degree of customer focus and empathy
  • High proficiency with Oracle or similar ERP transactional systems
  • Intermediate computer skills in various software packages, including Windows XP, specifically Excel, Word and other typical business software.
  • Ability to work as part of a globally dispersed team
  • Able to communicate effectively at different levels of the organization and across functional disciplines

Advertised: Central America Standard Time
Anticipated Application Closing:

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