Customer Service Coordinator

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.

Customer Service Coordinator

Imagine using your experience to help people around the world to hear again. We offer a unique opportunity to join Cochlear, an iconic Australian company, leading the world in implantable hearing solutions.

We are looking for a Customer Service Coordinator (m/f/d) to join our team in Vienna or Czech Republic . The position holder is responsible to coordinate the day-to-day customer service, which includes the handling of customer queries/requests, the processing of customer orders and the facilitation and tracking of internal processes to ensure the best possible service is provided to customers.

Your tasks

• Deal effectively with general customer service enquiries (B2B & B2C) and handle customer orders throughout the entire ordering and return process
• Work closely with Export & Logistics, Demand Planning, Finance, Marketing, Sales, Service & Repair departments
• Provide first level support and troubleshoot and resolve customer issues and complaints
• Train the distributors on processes and assure they are followed to meet compliance
• Collaborate with other team members and departments to provide the best customer experience
• Maintain and update customer records and databases
• Contribute to the implementation of new service business related programs
• Support product launches and work in project teams
• Continuous improvement of workflows and processes
• Assist and hold presentations in workshops if requested

• Contribute to ideas on systems and process methods to improve deliverables 

Your profile:

• work experience in a service-orientated role is required, preferably in a global/multi-national company – ready to contribute to positive customer experience. Experience in Medtech is a plus
• Good computer skills in various software packages (ERP, CRM Systems, like Oracle/SAP, Salesforce, web-based programs), good knowledge of MS Office applications is essential
• Fluent business proficiency in English + good language skills in Russian. Any other Central Eastern Europe language is a plus
• Ability to prioritize tasks and set personal deadlines in an agile environment, flexible and able to work in a cross-country team
• Positive attitude, empathic approach towards our recipients and good understanding of their needs
• Proactive, independent and flexible team worker
• Good communication and personal interaction skills, positive phone demeanor and proven ability to interact effectively with customers and colleagues
• Process-oriented, highly organized and able to carry out tasks constructively
• Minimum High School Diploma and successfully completed vocational qualification in business administration field or by secondary education
• Fast learner, open for change, look to solve complex problems/situations and strive to find for more efficient and effective ways of working
• Cultural sensitivity and awareness
• Ideally Project or process management skills

Your benefits at Cochlear:

• Your job makes a real difference - we are proud of our mission, our products and making a positive difference in people's lives.
• For legal reasons we point out that this position is classified in group E of the collective agreement for trade. We offer a salary in line with the market, which is significantly higher and corresponds to the qualifications and experience.
• Additional bonus compensation
• Yearly salary increases
• Job ticket
• Sodexo vouchers
• Flexible working hours and the possibility to work remotely (40%)
• Fresh fruit basket and free hot and cold drinks
• Regular employee events
• Ergonomic and modern working environment
• Career development opportunities
• Cochlear Academy trainings including extensive onboarding  

Sounds