Customer Service Coordinator

Cochlear is the global market leader in implantable hearing solutions and is a top 100 medical device company. Our implantable hearing devices include cochlear implant systems (Nucleus), bone conduction hearing systems (Baha™) and acoustic implants (Cochlear MET, Carina & Codacs). Cochlear Benelux is the organization taking care of Sales & Marketing, Clinical & Technical Support and Customer Service for Belgium, the Netherlands and Luxemburg.

The Customer Service Coordinator (CSC) is typically the first point of contact when a customer reaches out to the company. The CSC is expected to HEAR the customer and respond timely, adequate and honest to the customer’s inquiry. The CSC is responsible for providing support & service and seek for solutions wherever possible by following adequately the set procedures, processing service requests and coordinate related logistics.

Different than other roles, this role will allow you (after a training period of 6 months) to work remotely for 40% and have flexible hours (in consultation with the team).

Key Responsibilities

In order to help Cochlear bring new products to market that help people with hearing loss, we are recruiting for a Customer Service Coordinator in our Customer Service department.

To be successful in this role you’ll be able to deliver the best-in-class customer experience on a day-to-day basis for internal and external customers based in the Benelux region. You’ll work collaboratively with the customer service team and with clinical and logistic teams to hear the customer and respond timely, adequate and honest to the customer’s inquiry. This role is responsible for

• After Sales Support: organize a timely response to service requests from both professionals and/or consumers, including troubleshooting, product replacement, invoicing and information provision. Assist with after-sales care, including aimed repair times or replacements in close liaison with the service & repair department
• Contributing to the implementation of new service business related programmes. Deal effectively with general customer service enquiries
• Apply established processes and policies. Report broken or obsolete processes. Continuously seek for process improvements and waste cutting opportunities. Update/rewrite processes in the area of your role responsibilities
• To attend online and offline courses to be continuously up to date with product knowledge, upgrades, accessories, spare parts, software & apps and to have an agreed knowledge level of some technical and clinical questions

In this permanent role you’ll have the opportunity to make a significant contribution to Cochlear’s successful history of innovation by applying your knowledge of customer service systems and processes.

Key Requirements

To add value to Cochlear in this role you’ll be able to demonstrate the following skills and experience in your application and at interview:

• Previous experience (minimal 1 year) in customer support, and working with customer services systems and processes
• Excellent customer focus: the passion for listening to the customer and acting with the customer in mind
• Perfect professional communication skills with a focus on clarity, simplicity and constructivity
• Strong administrative collaborator with a preference for working in a structured and process-oriented way
• Proven self-driven skills: you are a proactive, independent and flexible team worker, you are a fast learner, you are open for change, look to solve complex problems/situations and strive to find for more efficient and effective ways of working
• Proven MS Office skills (Excel, PowerPoint, Outlook, Word) and an overall interest in working with new computer programs
• Perfect written, spoken and understanding skills in the Dutch, French (good basics) and English languages
• Time management skills – set priorities and invest energy where absolutely needed
• Closing ability – end the conversation with the customer with confirmed satisfaction
• Willingness to learn – about the customer, the products and the processes

Developmental value of this role:

This is an amazing opportunity to build profound knowledge of our products and services.

This role gives you the opportunity to continuous strive for personal efficiency and effectiveness.

This is your chance to be part of a premier organization with a great culture, working in a dynamic, growing and rapidly evolving environment to deliver outstanding results that benefit our customers every day. Be part of something purposeful and by clicking on the link below and see your career grow!

Cochlear Summary

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. 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 people to Hear Now. And Always. Cochlear is the global market leader in implantable hearing solutions including cochlear implant systems (CI) and bone anchored hearing aids (Baha™).

Equal opportunities

Cochlear is committed to providing equal opportunities to avoid unlawful discrimination on the grounds of race, sex, disability, sexual orientation, religion/belief or age. In line with our corporate ethics and statutory obligations we strive to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect - this is an important aspect of ensuring equal opportunities in employment.