Call Center Specialist

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.

Cochlear Medical Device (Chengdu) Co., Limited is a wholly-owned subsidiary of Cochlear Co., Ltd. in China. It was established in Tianfu New Area, Chengdu, Sichuan Province in September 2017. As Cochlear's only manufacturing site in China, it mainly produces cochlear implants and sound processors, providing professional assistance to the hearing impaired in China and other markets

澳科利耳医疗器械（成都）有限公司是科利耳有限公司在中国成立的全资子公司，于2017年9月在四川省成都市天府新区成立。做为Cochlear在中国唯一的制造中心，主要生产人工耳蜗植入设备和声音处理器，为中国及其他市场的听力损失人士提供专业帮助。

In order to help Cochlear bring products to market that help people with hearing loss, we are recruiting to support the new manufacturing site in Chengdu China.

为了将产品推向市场来帮助有听力损失的人群，我们正在为成都工厂招聘一名。

This role will be based in Chengdu, China. In this role you'll have the opportunity to make a significant contribution to Cochlear's successful history by applying your knowledge and experiences.

该岗位工作地点为中国成都。在该岗位上，您将有机会运用自己的知识和经验为科利耳的成功做出重大贡献。

Position Overview / Purpose:

• Provide excellent inbound & outbound call support to China recipients and their families. On duty by mobile phone during weekend and holiday make sure we response customer urgent service needs.
• Improve customer experience of call support by reporting and feedback customer voice and suggestions
• Provide support in projects base of Cochlear service like JD.COM, central and local DPF tender service by coordinating with cross function team in Cochlear

Accountabilities:

Accountability 1:   Provide excellent call support to China recipients and their families

• Provide daily phone support to China recipients and their families. In China we have ~35000 recipients now. Call specialist provide direct support on areas of pre-surgery question, new recipient training, trouble shooting, accessary selling, upgrade consulting….
• Conduct scheduled outbound calls such as 30 days call back to new recipients, events invitation during Cochlear ear car month, service month …. or even customer information collections.
• Make sure all call details recorded in Cochlear call management system, which is comprehensive with correct information. Will be responsible for related reports.
• On duty by keep mobile phone during holiday and weekend to response customer urgent service needs during holiday and weekend.

Accountability 2:  Improve customer experience of call support by customer satisfaction survey and take related improvement actions

• Understand more of front-line service, record customer feedback, lead the improvement discussion and develop actions plans regularly.
• Support lead on customer satisfaction survey to hear the customer voice.
• Receive complaints from customer, coordinate to feedback or solve customer complaints by cooperation with cross function teams. Record the complaints in the system according to the company’s requirement. 
• Enhance recipient training along the life to reduce product failure rate and improve customer satisfaction.

Accountability 3:   Provide call service in project base of Cochlear service like JD.com, central and local DPF tender service by coordinating with cross function team in Cochlear

• Cooperate with finance and logistic team to develop the new channel of accessory sales and online service, monitor the team work to make Cochlear service more effective and convenient to recipient, to achieve continuously increasing accessory sales revenue.
• Support JD.COM project customer questions related to accessary purchase, product delivery, invoice and product quality
• Support central tender and local DPF tender on customer call support, need to be very clear about the difference on service vs normal process. Make sure the project customers are satisfied.
• Support volunteer program by VIP service provided.

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.

Key Incumbent requirements:

Minimum:

Qualifications, background experience, knowledge, organizational knowledge, knowledge of other business activities, skills etc.

·        Educated to Junior collegue graduated or above

·        3 years of customer service experience, with call center experience is better

·        Experience in Oracle and multi-calling system and CRM using

·        Good at Word, Excel MS office software using.

·        Good team work player, ability to influence others

Ideal:

·        Ability to multitask, prioritize work efficiently and work independently

·        Proven problem solving and root cause identification skills.

·        Compressive capacity during the peak service volume, able to handle complaint

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.

科利耳的使命是帮助人们聆听声音同时帮助他们被聆听。作为植入式听力解决方案的全球领导者，科利耳公司致力于帮助中度至重度听力损失的人群体验充满声音的生活。我们的目标是为人们提供最佳的终生听力体验，并获得创新的未来技术。我们与业界最好的临床、研究和支持网络进行合作。这就是为什么选择科利耳产品的人会比选择其他品牌的人多。抓住这个时机，在科利耳应对最复杂的挑战以帮助更多的人获得听力与体验生活机会的时候，加入我们，与我们一起学习、成长。

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.

如果您觉得您有足够的技能和经验胜任该岗位，并准备接受新的挑战，在科利耳建立您的职业生涯，请点击下方按钮开始您的求职申请。

#CochlearCareers

How we recognise your contribution

我们怎样认可员工的贡献

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.

我们希望科利公司成为员工真正喜欢来工作的地方。我们通过一些内部项目以及员工福利，来致力于创造一个让员工感到被重视和被支持的工作环境。无论您关注的是持续学习、专业发展，还是想要寻找一个能让您在平衡家庭或个人生活承诺同时又能够成长的环境，我们都能为您提供支持。

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

如需更多关于在科利耳生活的信息，请访问 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.

在科利耳，我们重视并欢迎员工的独特贡献、观点、经验和背景，并旨在建立一种认可差异并运用差异的文化，创造归属感，使员工能够充分实现其潜力。我们提供灵活的工作安排。同时我们理解灵活性对每个人来说都是不一样的，我们很愿意与您谈谈其对您的意义。