北京招聘

Position Overview / Purpose:

·        Responsible for China service operation by monitoring and reporting all services provide to recipients along whole service journey and ongoing support.

·        Tender and Donation operation management to ensure tender and donation service smoothly

·        Responsible for service team operation support to add value to customer experience improvement and business development.

 

Accountability 1:   Responsible for China service operation by monitoring and reporting all services provide to recipients along whole service journey and ongoing support.

·        Champion & maintain service process tree in China, ensure its compliance with APAC procedure and policy.

·        Registration management both recipient and Cochlear family, make sure field service staff do the registration and return the registration card on time.

·        Manage and handling warranty replacement. Do service inventory plan, ensure inventory can meet customer warranty replacement needs.

·        Design and provide service related reports to monitor the service KPI and support business decision.

Accountability 2:   Tender and Donation operation management to ensure tender and donation service smoothly 

·        Responsible for tender bidding documents preparations from service related.

·        Collect surgery information and provide weekly tender and donation progress report to internal and external customers.

·        Equip service resources to field service team, includes loaner, accessory inventory, recipients welcome kit, agreements etc.

 

Accountability 3:   Responsible for service team operation support to add value to customer experience improvement and business development.

• Be the quality representative of service team, collect, study and feedback product problems in Cochlear internal, tracking the feedback until it solved.

• Be the operation system representative of service team, provide system training, create account and access, handle system issues, as an expert of system to solve special case between CCN and APAC.

• Responsible for customer activity support, including the purchasing and distribution of service materials, digital platform operation and maintenance.

• Service team affairs support, like monthly accrual, training support etc.

Key Incumbent requirements:

 

Minimum:

• Over 3 years Customer service experience

• Solid experience with Microsoft Office skills including Powerpoint, Excel, Word

• Good experience in data analysis

• Reasonable English in both oral and written

• Ability to multitask, prioritize work efficiently and work independently

• Effective communication skills

• Experience on process design & management

 

Ideal:

• Good assistant experience in business department

• Be willing to travel occasionally

• Experience on project management will be a plus

• Experience with Oracle and Salesforce will be a plus

Cochlear Limited is the leading global expert in implantable hearing solutions. For more than 30 years Cochlear has helped over 450,000 people connect to the world of sound. With a global team of over 2,800 passionate experts, Cochlear is an organisation you can be proud to work for. Our people say making a difference in the lives of others is the number one reason they enjoy working at Cochlear.

With a range of solutions for different types of hearing loss, Cochlear maintains the industry’s largest investment in R&D. To improve our products and services we currently work in collaboration with over 100 research partners based in 20 countries.

Cochlear’s mission of “Hear now. And always” embodies our commitment to providing life-time support. To build a sustainable global business, we are continually strengthening our internal capability and infrastructure, through the development of our people, processes and systems. As we continue to launch new products and services, our employees experience growth, change and opportunity right across the business.

Joining the Cochlear team would see you collaborating with dedicated colleagues who share Cochlear’s core values of customer satisfaction, mutual respect, continuous improvement and innovation, performance and professionalism. Whatever career you chose at Cochlear, you will find the work interesting, challenging and rewarding.

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