At a Glance
- Tasks: Deliver exceptional customer service and support across multiple channels.
- Company: Join a leading healthcare company focused on improving lives.
- Benefits: Competitive salary, professional development, and a supportive team environment.
- Other info: Fast-paced office environment with opportunities for growth.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Customer service experience and strong communication skills required.
As a Customer Service Coordinator, you will help deliver an exceptional experience to recipients, customers, clinics and healthcare professionals. You will act as a first point of contact across multiple channels, supporting customer enquiries, order management, product and connectivity troubleshooting, account administration and service requests. Working closely with clinical, technical, field and internal support teams, you will ensure customers receive timely, accurate and supportive service while maintaining high standards of data accuracy, privacy and compliance.
What you will do:
- Provide first-line customer, product, technical and administrative support to recipients, clinics, customers and healthcare professionals.
- Respond to enquiries professionally, resolve issues where possible and escalate more complex technical or clinical questions to the relevant teams.
- Support order management, including order confirmation, product availability, invoicing and customer-specific procedures.
- Maintain accurate customer, contract, account and order information across relevant systems, including Oracle, Salesforce and other applications.
- Support recipient registration, program enrolment, online store onboarding, consent management and welcome information for new recipients.
- Assist with after-sales care, shipping, returns, service, repairs, travel program applications and related customer support activities.
- Use product knowledge to support troubleshooting across devices, accessories, apps, Bluetooth and connectivity queries.
- Handle customer and recipient data securely, ensuring compliance with privacy, GDPR, quality and information security requirements.
- Contribute to knowledge management, process improvements and team deliverables while following relevant quality and safety procedures.
About You:
- You are customer-focused, empathetic and motivated by providing helpful, professional support.
- You communicate clearly and can explain technical information in a way that is easy to understand.
- You are organised, accurate and comfortable managing multiple enquiries, systems and priorities at the same time.
- You enjoy solving problems, learning about products and working collaboratively with customers, clinics and internal teams.
- You are sensitive to the needs of recipients and customers, and you take privacy, confidentiality and compliance seriously.
Required Skills & Experience:
- Previous customer service experience or experience in a customer-facing support role.
- Strong working knowledge of Microsoft Office applications, particularly Excel
- Strong communication skills, with the ability to explain technical information clearly to different audiences.
- Experience handling customer enquiries and resolving issues in a professional and timely manner.
- Strong administrative and organisational skills, with high accuracy and attention to detail.
- Confidence using multiple systems and applications to manage customer information and processes.
- Ability to work collaboratively across teams and manage competing priorities.
- Strong technical aptitude and willingness to learn and troubleshoot medical devices, mobile applications and connectivity solutions.
- Understanding of data privacy, confidentiality, GDPR and information security requirements.
Desired Skills:
- Experience supporting healthcare products, medical devices or other technical products.
- Knowledge of CRM or ERP systems such as Salesforce, Oracle or SAP.
- Experience working in a regulated healthcare, medical device or clinical environment.
- Strong customer focus, problem-solving skills and commitment to delivering high-quality customer experience.
- Empathy and sensitivity when supporting recipients with diverse needs and circumstances.
- Self-motivated, adaptable and able to work effectively in a fast-paced environment.
Location & Working Pattern :
- This is a 100% office-based position. Remote working is not available for this role
Customer Services Coordinator, Cochlear Care in Addlestone employer: Cochlear
Cochlear is an exceptional employer that empowers its employees to make a significant impact on people's lives through innovative medical devices. With a strong focus on collaboration and inclusivity, the company offers flexible working patterns, comprehensive benefits, and ample opportunities for professional growth within a purpose-driven environment. Joining Cochlear means being part of a dedicated team that values your contributions and supports your development while making a difference in over 180 countries.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Coordinator, Cochlear Care in Addlestone
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cochlear. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cochlear before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Coordinator, Cochlear Care in Addlestone
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cochlear:Your cover letter is your chance to shine! Tell us why you want to work at Cochlear specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cochlear!
How to prepare for a job interview at Cochlear
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
