Cochlear
Customer Services Coordinator
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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.
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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 organized, 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 organizational 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.
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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.
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