The Opportunity
Are you passionate about providing exceptional customer service and driving business growth in the medical device industry? Cochlear is seeking a Customer Service & Sales Support Specialist to ensure outstanding service for customers in Korea while contributing to Cochlear’s business success through effective product education and technical support.
As Customer Service & Sales Support Specialist, you will be responsible for delivering prompt and professional customer service, ensuring smooth order processing, warranty support, and business operations. You’ll engage with sales teams, support switch-on activities, mapping, and product education, while maintaining strong relationships with healthcare professionals to enhance patient care.
Key Responsibilities
Customer Service & Support:
Provide timely responses to customer inquiries via phone, email, and fax.
Maintain accurate recipient information in Salesforce and Oracle.
Assist with claims, troubleshooting, and insurance coverage for Cochlear products.
Support CCV events, understanding customers’ hearing challenges and offering tailored solutions.
Repair Support & Warranty Management:
Process repair service reports and warranty replacements for eligible customers.
Manage billing, shipping, and loaner pool maintenance.
Handle phone inquiries related to repair status and technical troubleshooting.
Order Processing & Business Operations:
Oversee order-to-cash processes, working closely with distributors and sales teams.
Drive process improvements for operational efficiency.
Monitor sales forecasts and report revenue trends.
Sales & Marketing Collaboration:
Support candidate events and hearing aid shop activations to drive commercial success.
Assist with mapping, switch-on procedures, and upgrade counseling.
Partner with marketing teams to enhance consumer awareness and education.
Account Management & Growth:
Build long-term relationships with KOLs and healthcare professionals.
Execute strategies to grow the market and increase Cochlear’s presence.
Develop and track business analytics to optimize sales strategy.
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:
Minimum Requirements:
University degree (4 years) in Business, Healthcare, or related fields.
Customer service experience or a similar role.
Strong cross-functional communication skills.
English proficiency (written & verbal preferred).
Preferred Skills:
Experience in medical devices industry is a plus.
Technical expertise in product troubleshooting & support.
Strong business analysis and reporting skills.
Why Join Cochlear?
Work within a leading global healthcare brand.
Engage with cutting-edge hearing technology and innovation.
Build relationships with professionals and customers, driving meaningful impact.
Opportunity for career development in medical devices and customer service.