Customer Service Specialist

Cochlear Japan Customer Service Specialist Opportunity

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 world full of sound. We aim to transform the way people understand and treat hearing loss and innovate to connect people with future technologies. 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. Learn and grow with us as we tackle the most complex challenges in helping more people to experience a lifetime of hearing.

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.

Position Overview

To team with Customer Service team manager, to provide a smoothly functioning service on a day-to-day basis against various inquiries from customer. Through close interaction with other NCC members, this role will become pivotal to the team's performance in maintaining its commitment to customer satisfaction. Collaborate with other team members and field team as one Cochlear. Crate and contribute to excellent customer experience as lifetime engagement.

The Opportunity

We are seeking a Customer Service Specialist based in Tokyo, reporting to the Customer Service Manager also based in Tokyo. In this role, the successful Customer Service Specialist will have the opportunity to work closely with our field team and Logistics team to ensure the customer services.

Accountabilities

Accountability 1: Customer Support

• Provide prompt and effective response service to customers via fax, email, telephone and verbal inquiries including products, warranty, supply, insurance and 2nd processor.
• Assist with running the recipient insurance coverage service.
• Provide wireless accessories and processors trial hearing service on demand.
• Support Online store use including access issues.
• Walk-in customer handling.
• Create cases in Sales Force Health Cloud to record customer interactions.

Accountability 2: Customer Data

• Maintain customer personal data promptly, including SP/CI registration activities.
• Update processor status (Current, Historical) based on GRC repair report for further upgrade service.
• Support on-line store and smart application related activities with IT and CCP team.

Accountability 3: Service Delivery

• Process Direct exchange service.
• Assist with the billing and shipping of repaired devices.
• Handle phone inquiries about repair status and provide troubleshooting.
• Provide Beyond repair information based on GRC report and proceed to prompt upgrade.
• Collect unreturned broken devices from customers.

Accountability 4: Government Subsidy

• Create and mail quote requested promptly to apply subsidy for customers.
• Entry order based with subsidy deduction based on municipalities approval.
• Collet signed subsidy tickets from customers to invoice municipalities.
• Provide necessary information for subsidy application.

Accountability 5: Inter-Departmental Interaction

• Utilize Clinical Team resources to assist with complaints, claims and overall troubleshooting.
• Work with marketing staff to ensure that CS group needs are represented, as well as enhancing accurate and useful product information flow.
• Interact with Sales & Clinical teams in relation to hospital-related situations.

Team Role (Individual Contributor):

• Build sustainable relationship and trust with both internal and external customers.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Take extra mile to engage with customers, resolving any emerging problems that our customer with accuracy and efficiency.
• Manage incoming phone calls and other tasks (multi-tasking).
• Meet personal/customer service team target (KPI)
• Work safely, complying with all safety procedures, rules and instructions; and reporting workplace hazards, incidents or injuries to manager.
• Understand the customer pain point to reach satisfactory resolution or settlement.
• Understand the large-scale issue and report to manager in alignment with CS process to reduce brand risk and customer effort.
• Actively participate in Team Meeting to contribute to the advancement of company goals and the empowerment of team members to accomplish more at work (help others).

Key Incumbent Requirements:

Minimum:

• Proven customer support experience or experience of Client service representatives (two to three years).
• Excellent verbal and written communication in Japanese
• Ability to collaborate and influence across the local (Japan) offices
• Strong customer handling with hospitality and operation skills
• Strong sense of responsibility for handling medical device
• Motivated to improve both productivity and accuracy
• Basic experience with Microsoft Office skills including excel, word.
• Familiarity with CR system and practice(e.g. Salesforce Health Cloud, Oracle)Ability to multi-task, prioritize, and manage time effectively.
• Ability to develop a basic understanding of medical devices to handle those in alignment with global and local regulatory and laws.

Ideal:

• Basic English skills both written and verbal
• Experience in multinational companies
• Experience working as a Customer Service staff
• Strong background with invoicing and cash to order operations.

Development Value of this role:

• Opportunity to work in a multinational Australian owned organization,
• Assuming management responsibility in the Japanese subsidiary
• Share in the excitement of bringing new technologies to market
• Engage in the delivery of life changing technology.

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

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. 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