Call Center Specialist

About the role

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. 科利耳是全球领先的植入式听力解决方案专家。我们的使命是帮助人们聆听声音同时帮助他们被聆听。在全球选择科利耳听力植入系统的人是最多的。人工耳蜗是一种电子设备，通过手术将该设备植入耳朵附近的皮肤下，以帮助患有严重听力损失人群恢复听力。这是世界上唯一能够运用技术恢复感官的产品，是一项令人难以置信的工程。想象一下，你能够运用自己的经验去帮助世界各地的人们重获听力。我们可以提供这一独特的机会，加入科利耳，一家标志性的澳大利亚公司，在可植入听力解决方案方面引领世界。我们的使命是帮助更多的人获得听力。 Cochlear Medical Device (Chengdu) Co., Limited is a wholly-owned subsidiary of Cochlear Co., Ltd. in China. It was established in Tianfu New Area, Chengdu, Sichuan Province in September 2017. As Cochlear's only manufacturing site in China, it mainly produces cochlear implants and sound processors, providing professional assistance to the hearing impaired in China and other markets 澳科利耳医疗器械（成都）有限公司是科利耳有限公司在中国成立的全资子公司，于2017年9月在四川省成都市天府新区成立。做为Cochlear在中国唯一的制造中心，主要生产人工耳蜗植入设备和声音处理器，为中国及其他市场的听力损失人士提供专业帮助。 In order to help Cochlear bring products to market that help people with hearing loss, we are recruiting to support the new manufacturing site in Chengdu China. 为了将产品推向市场来帮助有听力损失的人群，我们正在为成都工厂招聘一名。 This role will be based in Chengdu, China. In this role you'll have the opportunity to make a significant contribution to Cochlear's successful history by applying your knowledge and experiences. 该岗位工作地点为中国成都。在该岗位上，您将有机会运用自己的知识和经验为科利耳的成功做出重大贡献。 Position Overview / Purpose: Provide excellent inbound & outbound call support to China recipients and their families. On duty by mobile phone during weekend and holiday make sure we response customer urgent service needs. Improve customer experience of call support by reporting and feedback customer voice and suggestions Provide support in projects base of Cochlear service like JD.COM, central and local DPF tender service by coordinating with cross function team in Cochlear Accountabilities: Accountability 1: Provide exce llent call support to China recipients and their families Provide daily phone support to China recipients and their families. In China we have ~35000 recipients now. Call specialist provide direct support on areas of pre-surgery question, new recipient training, trouble shooting, accessary selling, upgrade consulting.... Conduct scheduled outbound calls such as 30 days call back to new recipients, events invitation during Cochlear ear car month, service month .... or even customer information collections. Make sure all call details recorded in Cochlear call management system, which is comprehensive with correct information. Will be responsible for related reports. On duty by keep mobile phone during holiday and weekend to response customer urgent service needs during holiday and weekend. Accountability 2: Improve customer experience of call support by customer satisfaction survey and take related improvement actions Understand more of front-line service, record customer feedback, lead the improvement discussion and develop actions plans regularly. Support lead on customer satisfaction survey to hear the customer voice. Receive complaints from customer, coordinate to feedback or solve customer complaints by cooperation with cross function teams. Record the complaints in the system according to the company's requirement. Enhance recipient training along the life to reduce product failure rate and improve customer satisfaction. Accountability 3: Provide call service in project base of Cochlear service like JD.com, central and local DPF tender service by coordinating with cross function team in Cochlear Cooperate with finance and logistic team to develop the new channel of accessory sales and online service, monitor the team work to make Cochlear service more effective and convenient to recipient, to achieve continuously increasing accessory sales revenue. Support JD.COM project customer questions related to accessary purchase, product delivery, invoice and product quality Support central tender and local DPF tender on customer call support, need to be very clear about the difference on service vs normal process. Make sure the project customers are satisfied. Support volunteer program by VIP service provided. Team Role (Individual contributor): Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g. audit) when appropri

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