Customer Engagement Specialist (Conceirge)

Please submit your application as soon as possible, as we reserve the right to close this advertisement at any time.

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.

The Opportunity

We are seeking a Customer Engagement Specialist (Concierge) based in Tokyo, reporting to the Area Sales Manager, Japan. In this role, the successful Customer Engagement Specialist will have the opportunity to drive Geater Tokyo + α area business by providing your customer service strategic expertise and working with field partners.

Properly provide information on Cochlear's products and services to the market and contribute to the support of people with hearing difficulty and the development of business.

Accountabilities

Accountability 1: Candidate Engagement and Communication

• Proactively engage and nurture prospective candidates through outbound communications, building trust and maintaining engagement throughout the decision-making and implantation journey.
• Provide personalised mentoring, follow-up, and support throughout the candidate journey.
• 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 support recipients) 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 in a timely and professional manner.
• 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 candidate and recipient engagement initiatives, including educational programs, Sawakai activities, and other community engagement events, to raise Cochlear Implant (CI) awareness and support candidates throughout their hearing journey.
• Deliver an empathetic, positive, and customer-focused experience across all consumer interactions.

Accountability 2: Leads Data Tracking, Analysis and Utilisation  

• Utilise CRM systems (e.g. Salesforce.com) to track consumer touch points, lead progression, and candidate engagement activities.
•  Maintain accurate lead records and ensure timely follow-up activities throughout the candidate journey.
• Monitor lead progression and conversion activities and identify opportunities to improve candidate engagement and implantation outcomes.
• Document consumer trends, feedback and concerns within CRM systems and proactively share insights with the Sales & Clinical Field team.
• 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.
• Coordinate and manage Cochlear Care Centre (CCC) appointments and activities.
• Provide technical support, including device operation guidance, guidance on correct care and maintenance of their device, as required
• Support recipients in the optimal 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

Key Incumbent requirements:

Minimum:

• Strong written, verbal, and interpersonal communication skills, with the ability to build trusted relationships across diverse customer groups.
• High level of emotional intelligence, empathy, and the ability to support individuals through complex decision-making journeys.
•  Strong technical aptitude with the ability to effectively use CRM and digital tools and quickly learn new medical device technologies.
•  Demonstrated ability to manage long-term customer engagement through consistent follow-up and relationship building.
• Demonstrated ability to coordinate, organise, analyse, and report data in a systematic manner.
• Demonstrated ability to coordinate multiple stakeholders, events, and activities in a fast-paced environment.
• Demonstrated history of bias for action, ability to work independently, and commitment to continuous process improvement.
• Ability to travel throughout Japan.

Ideal:

• Experience in inside sales, lead nurturing, customer success, patient support, or consultative B2C customer engagement roles.
• Experience in medical device industry especially in hearing aid.
• Speech-Language-Hearing Therapist license
• Registered Nurse license
• Experience in multinational companies
• Business fluency in English

Development Value of this role:

• Opportunity to work across organization boundaries
• Capability to enhance the value proposition of Cochlear through various Consumer events
• Opportunity to work in a company delivering innovative technologies and solutions
• Recognition of the outcomes from internal people and external customers.
• Opportunity to work in a global company
• Develop project management skills

Region-specific Requirements:

• Native level Japanese

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