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Customer Engagement Specialist

Customer Engagement Specialist

CochlearKuala Lumpur, Kuala Lumpur, Malaysia
18 hours ago
Job description

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 are seeking a Customer Engagement Specialist to work in Cochlear Malaysia. Joining our small but well-established team, you will be responsible for 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 :

  • 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.
  • 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.
  • 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 :

  • 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.

    • 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.

    Cochlear is an equal opportunities employer and welcomes applications from diverse candidates.

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    Customer Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia