Customer Engagement Specialist

Change people’s lives and love what you do! Cochlear develops world-leading medical devices that help people hear. As a top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear 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.

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 life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities.

We are seeking a Customer Engagement Specialist to work in Cochlear Malaysia. Joining our small but well-established team, you will be responsible driving business growth and achievement of target sales by providing industry leading clinical and surgical support aligned with the needs of the business.

This position requires clinical expertise, comfort with attending and addressing surgical needs, and the continuous development and application of business acumen to support our continued growth and success.

Key Responsibilities:

In this role you will be responsible for:

1. 1. Referral Network Engagement
2. 2. Candidate Counseling & Conversion
3. 3.      Deliver on clinical and product expertise
4. 4. Data Tracking & Reporting
5. 5. Administrative & Marketing Support
6. 6. Quality & Compliance

• Build and maintain strong relationships with CPN (Cochlear Provider Network) members across Malaysia to generate consistent referrals of CI candidates.
• Strategically collaborate with CI surgeons to strengthen the referral pathway between clinics and hospitals.
• Ensure CPNs maintain high service standard and adequate inventory of accessories to support patient needs and service delivery.
• Serve as the primary liaison for candidates referred by CPNs and other non-traditional channels (e.g., digital DTC campaigns.)
• Provide empathetic, personalized mentoring throughout the decision-making and implantation journey.
• Organize and lead candidate events and proactively engage with candidates to build trust and guide them toward surgery.
• Ensure timely and accurate follow-up on all candidate inquiries and touchpoints.
• Provide clinical expertise and product knowledge to professional partners 
• Provide surgical support of the Cochlear product portfolio in key/targeted/identified accounts.
• Provide technical and clinical support through a variety of communication vehicles; in person, email and/or phone. This support may include advising on device programming and candidacy issues, problem solving related to medical/surgical inquiries and device trouble shooting. 
• Reports issues via complaint management system and provides appropriate follow up to uphold the quality of services and products that Cochlear provides
• Use SFHC Care Plan and other systems to track consumer interactions, referral activity, and conversion metrics.
• Document candidate trends and provide insights to the Marketing Director and Country Manager.
• Analyze leads and conversions to inform strategic decisions and market share growth.
• Support AGM Marketing and Sales teams with DTC campaigns and field activities.
• Align consumer messaging with shared goals across internal and external stakeholders.
• Follow relevant quality procedures and contribute to continuous improvement initiatives.
• Report issues via the complaint management system and ensure appropriate follow-up.

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:

• Bachelor’s degree in marketing, audiology, business or equivalent
• Strong, persuasive written, verbal and communication skills
• 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
• Demonstrated ability to coordinate, organise and report data in a systematic way for functionality
• Demonstrated history of clear bias for action and an ability to work independently
• Strong telephone skills

Ideal:

• Experience in consumer sales, consumer/patient relations, engagement or communication
• Experience with patient support programs is advantageous
• Background in Audiology, speech or language or a Cochlear customer is beneficial
• Language fluency - English and Bahasa Melayu - Intermediate, Mandarin - Optional

How we recognize your you

We want Cochlear to be a place where our people enjoy coming to work. Through our internal programs and employee benefits we aim to create an environment where our people will feel valued 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

How To Apply

If you are excited about what you have read and would like to be considered for this role then please submit your resume and a covering letter detailing your suitability for this role.

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. We offer flexible working arrangements, and we understand flexibility is not the same for everyone. We're open to a conversation about what flexibility means for you.

Cochlear Malaysia provides shared services to support Cochlear’s global operations. The growing team of professionals in Malaysia provides critical support in areas such as IT infrastructure and applications, development and testing, business intelligence development and support, procurement, customer service, service and repairs and returned device analysis engineering.

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.

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