Customer Engagement Specialist (Concierge Tokyo)

Cochlear is the global market leader in implant hearing solutions. Cochlear's mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. A Cochlear Implant is an electronic device that is surgically implanted under the skin near the ear that restores hearing to those who suffer from severe hearing loss. It’s an incredible piece of engineering and the only product in the world that restores a sense through technology. Imagine using your experience to help people around the world to hear again. We can offer a unique opportunity to join Cochlear, an iconic Australian company, leading the world in implantable hearing solutions. Our mission is to help more people to hear.

Imagine using your experience to help people around the world to hear again. We can offer a unique opportunity to Customer Engagement Specialist (Concierge Tokyo) with an iconic Australian company, leading the world in implantable hearing solutions.

Introduction

Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities.
Cochlear Japan: The Japan operations (NCC) is one of Asia Pacific’s longest established operations, with the Tokyo office opening in 1989. Japan is an ageing country, and the ageing population is growing, leading to a higher incidence of hearing loss in over 65-year-olds. Hearing loss among the elderly is a huge opportunity. Our work in Japan focuses on raising awareness amongst the elderly whilst increasing better access and service to the Paediatric Market.

The Opportunity

We are seeking a Customer Engagement Specialist (Concierge Tokyo), reporting to the Sales Operations Manager based in our Tokyo office. In this role, the successful Customer Engagement Specialist will have the opportunity to 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.

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 Cochlear 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

About You. 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 skills and experience:

Essential

· Speech-Language-Hearing Therapist license

· 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

Something extra to grab our attention

· Registered Nurse license

· Experience in medical device industry

· Experience in multinational companies

· Business fluency level in English skill

How we recognise your contribution

We want Cochlear to be a place where our people enjoy coming to work. Through our internal programs and employee benefits we aim to create an environment where our people will feel valued and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.

For more information about Life at Cochlear, visit www.cochlearcareers.com

How to apply.

If you are excited about what you have read and would like to be considered for this role then please submit your resumes (English and Japanese) and a covering letter detailing your suitability for this role.

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.

#CochlearCareers

How we recognise your contribution

We want Cochlear to be a place where our people truly enjoy coming to work. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.

For more information about Life at Cochlear, visit www.cochlearcareers.com

At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. We offer flexible working arrangements, and we understand flexibility is not the same for everyone. We're open to a conversation about what flexibility means for you.