Customer Service Representative

Job Title

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.

About the Role

This role is responsible for providing inbound customer support via phone and KakaoTalk, managing system and upgrade orders, supporting online store operations, and ensuring accurate system and order management.

You will work closely with internal teams to resolve customer inquiries and deliver timely, professional support that reflects Cochlear's commitment to excellence.

Key Accountabilities

Customer Service Operations (Inbound Support)

• Respond promptly and professionally to inbound customer inquiries via phone and KakaoTalk.
• Support customers with enquiries related to repairs, warranty, replacements, accessories, service procedures, upgrades, and online store orders.
• Provide clear, accurate information to resolve customer issues efficiently.
• Maintain accurate customer and order records in Salesforce and Oracle.
• Identify root causes of issues, propose solutions, and follow through to resolution.
• Collaborate with Sales, Service, and Logistics teams to ensure smooth handovers and customer outcomes.

Order Processing & System Management

• Receive and process system, upgrade, and online store orders with a high level of accuracy.
• Liaise with customers regarding order status, payments, delivery, and special requests.
• Process RMAs and support repair and replacement workflows.
• Generate invoices in line with internal guidelines.
• Maintain accurate and up-to-date data across internal systems.
• Support reporting and tracking activities as required.

Warranty & Service Support

• Support warranty replacement and exchange requests for eligible customers.
• Provide timely service and replacement status updates to customers.
• Coordinate with logistics teams to ensure smooth processing and delivery.
• Respond to customer queries related to service timelines and outcomes.

Upgrade Consultation & Customer Engagement

• Provide inbound upgrade consultations via phone and KakaoTalk.
• Share clear, consistent information on upgrade options, eligibility, insurance support, and promotions.
• Address customer questions and concerns to support informed decision-making.
• Coordinate with internal teams to ensure smooth upgrade and order completion.

Online Store Support & Management

• Support day-to-day online store operations, including orders, payments, delivery tracking, and returns.
• Respond to customer enquiries related to products, promotions, and order status.
• Work with internal teams to resolve online store issues and ensure timely fulfilment.
• Support online store campaigns from an operational and customer support perspective.

Individual Contribution & Ways of Working

• Actively contribute to the implementation and continuous improvement of quality and service procedures.
• Work collaboratively with cross-functional teams in Korea to support broader business objectives.
• Demonstrate commitment to workplace health and safety through active participation in Cochlear's WHS and injury management practices.
• Take ownership of performance, feedback, and ongoing development to support individual and team success.

About You

As we grow our operations, we are looking for people who share our passion for delivering quality hearing solutions to our customers. To add value to Cochlear in this role, you'll be able to demonstrate the following skills and experience:

Required Skills & Experience

• Experience in a customer service or customer-facing role.
• Strong ability to manage multiple tasks and priorities in a fast-paced environment.
• Well-developed problem-solving skills with strong attention to detail.
• Ability to work both independently and collaboratively, with a flexible and proactive mindset.
• Excellent verbal, written, and interpersonal communication skills.
• Comfortable supporting customers across inbound calls, digital channels, online store enquiries, and upgrade-related discussions.
• Good English communication skills (spoken and written).

Desirable Experience

• Experience in customer service within the medical device, healthcare, or life sciences industry.
• Experience using CRM or ERP systems such as Salesforce or Oracle.
• Exposure to online store operations, system orders, or upgrade support.

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