Customer Services Coordinator

Job description

Change people’s lives and love what you do! Cochlear develops world-leading medical devices that help people hear and be heard. As a top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear or acoustic 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. As a Customer Service Coordinator, you will help deliver an exceptional experience to recipients, customers, clinics and healthcare professionals. You will act as a first point of contact across multiple channels, supporting customer enquiries, order management, product and connectivity troubleshooting, account administration and service requests. Working closely with clinical, technical, field and internal support teams, you will ensure customers receive timely, accurate and supportive service while maintaining high standards of data accuracy, privacy and compliance. What you will do: Provide first-line customer, product, technical and administrative support to recipients, clinics, customers and healthcare professionals. Respond to enquiries professionally, resolve issues where possible and escalate more complex technical or clinical questions to the relevant teams. Support order management, including order confirmation, product availability, invoicing and customer-specific procedures. Maintain accurate customer, contract, account and order information across relevant systems, including Oracle, Salesforce and other applications. Support recipient registration, program enrolment, online store onboarding, consent management and welcome information for new recipients. Assist with after-sales care, shipping, returns, service, repairs, travel program applications and related customer support activities. Use product knowledge to support troubleshooting across devices, accessories, apps, Bluetooth and connectivity queries. Handle customer and recipient data securely, ensuring compliance with privacy, GDPR, quality and information security requirements. Contribute to knowledge management, process improvements and team deliverables while following relevant quality and safety procedures. About You: You are customer-focused, empathetic and motivated by providing helpful, professional support. You communicate clearly and can explain technical information in a way that is easy to understand. You are organised, accurate and comfortable managing multiple enquiries, systems and priorities at the same time. You enjoy solving problems, learning about products and working collaboratively with customers, clinics and internal teams. You are sensitive to the needs of recipients and customers, and you take privacy, confidentiality and compliance seriously. Required Skills & Experience: Previous customer service experience or experience in a customer-facing support role. Strong working knowledge of Microsoft Office applications, particularly Excel Strong communication skills, with the ability to explain technical information clearly to different audiences. Experience handling customer enquiries and resolving issues in a professional and timely manner. Strong administrative and organisational skills, with high accuracy and attention to detail. Confidence using multiple systems and applications to manage customer information and processes. Ability to work collaboratively across teams and manage competing priorities. Strong technical aptitude and willingness to learn and troubleshoot medical devices, mobile applications and connectivity solutions. Understanding of data privacy, confidentiality, GDPR and information security requirements. Desired Skills: Experience supporting healthcare products, medical devices or other technical products. Knowledge of CRM or ERP systems such as Salesforce, Oracle or SAP. Experience working in a regulated healthcare, medical device or clinical environment. Strong customer focus, problem-solving skills and commitment to delivering high-quality customer experience. Empathy and sensitivity when supporting recipients with diverse needs and circumstances. Self-motivated, adaptable and able to work effectively in a fast-paced environment. Location & Working Pattern : This is a 100% office-based position. Remote working is not available for this role Why choose us? For 40 years, Cochlear has been creating reliable products that continue to keep people connected to the world and to each other. We help people of all ages to hear in more than 180 countries around the world. Our technology connects people to life's possibilities and to the people who matter most. We have over 4000 employees globally dedicated to improving people's lives. To date, we have Invested over $2billion AUD in research and development. Cochlear Offers You: Competitive salary 25 days holidays (plus UK Bank Holidays) company pension flexible working patterns and the possibility to work remotely up to 40% per week yearly salary review Pension scheme Group Life Insurance Group Income Protection Employee Referral Bonus Service Anniversary Reward Cycle to work scheme Vitality health care Medicash cashplan free use of gym on business park and paid exercise classes available This is your chance to be part of a premier organization with a great culture, working in a dynamic, growing and rapidly evolving environment to deliver outstanding results that benefit our customers every day. If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the APPLY button below! Equal opportunities Cochlear is committed to providing equal opportunities to avoid unlawful discrimination on the grounds of race, sex, disability, sexual orientation, religion/belief or age. In line with our corporate ethics and statutory obligations we strive to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect - this is an important aspect of ensuring equal opportunities in employment.