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About the Role

Provide direct customer support to consumers and nurture them through their hearing journey. Handle assigned consumer inquiries about implantable hearing solutions and offer valuable insight through personal mentoring to ensure a successful hearing journey that results in the choice of Cochlear.

Responsibilities

Actively engage with candidates to ensure they are supported throughout the decision-making and implantation process.
Provide personalized, accurate information and a positive, empathetic experience to candidates, guiding them through their hearing journey.
Regularly follow up and communicate with consumers, providing appropriate touch points.
Proactively engage with Cochlear’s consumers and candidates through avenues such as clinic events, office events, tech-talks, product trials, etc.
Attend consumer events to proactively engage with candidates to build ongoing relationships and be the primary contact to help guide candidates through the implantation process.
Act as the primary liaison for assigned inbound and outbound telephone calls and email communication involving consumers.
Provide administration support relating to consumer campaigns, aligning consumer messaging and shared goals, in collaboration with the Marketing Team.
Document all consumer customer trends and concerns with business systems and team leadership.
Offer solutions and provide creative ideas for responding to customer trends.

Requirements

Bachelor’s degree or equivalent business experience required.
At least a few years of sales experience is essential to be successful in this role.
Proven strong influencing & negotiating skills.
Proven strong, persuasive written, verbal and communication skills - strong telephone skills required.
Strong interpersonal skills displayed across diverse demographics.
High level of emotional intelligence with the ability to demonstrate management of one’s own feelings and experiences to match the emotional level of another.
Technical fluency with an advanced level of comfort with web based and interactive tools.
Excellent ability to coordinate, organize and report data in a systematic way for functionality.
Hearing industry experience, preferably with cochlear implants.
Engagement and communication experience with not-for-profit community and consumer relations.
Patient Support Program experience.
Comfortable with extended telephone, email and face-to-face contact.
Ability to work with minimal supervision.
Experience in database management and reporting.
Demonstrated impeccable follow up.

Skills

Influencing
Negotiating
Persuasive written communication
Persuasive verbal communication
Persuasive communication
Telephone skills
Interpersonal skills
Emotional intelligence
Technical fluency
Web-based tools
Interactive tools
Coordination
Organization
Data reporting
Database management
Reporting

Location

Sydney
Brisbane
Melbourne

Work Type

Full-time

Experience Level

Sales experience
Minimum: Bachelor’s degree or equivalent business experience
Ideal: Hearing industry experience
Ideal: Engagement and communication experience
Ideal: Patient Support Program experience

Education Level

Bachelor’s degree or equivalent business experience

Benefits

Continuous learning
Professional development
Environment that enables you to thrive whilst balancing family or personal life commitments

About the Company

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.
The ANZ regional group offers a collaborative work environment with ample training and development opportunities.
You will be able to do meaningful work for a truly iconic Australian company.

Equal Opportunity

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.