Customer Service And Sales Representative (Outbound)

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.

Cochlear Asia-Pacific, the fastest growing division of Cochlear Ltd, has a direct market presence in Japan, Korea, China, India, SE Asia and Australia & New Zealand. Cochlear conducts most of its leading research, development, and manufacturing of cochlear implants in the Asia Pacific region with state-of-the-art manufacturing facilities in Australia and repair facilities in Malaysia. We are building a new facility in Chengdu to serve China and emerging markets and increase global production

The Opportunity

Under the direction of the Commercial Manager, Australia & New Zealand, the Sales Representative will be responsible for ensuring all recipients are able to access the clinical benefits available via technology upgrades on a timely basis. The individual will be responsible for providing information, advice, support and guidance to recipients on the upgrade and order process, including advice on applicable funding streams.

Responsibilities include:

Direct to consumer/recipient upgrade sales and support

• Partner with Commercial Manager, Australia & New Zealand to identify and execute upgrade opportunities across ANZ in a timely manner, using agreed processes, templates, and approved marketing collateral to achieve targets.
• Provide personalised, accurate information, support and guidance about the upgrade and order process to recipients and other stakeholders, ensuring the information and guidance is appropriate and impartial, where applicable (e.g. cannot recommend/show a preference for a particular Health Fund or Hearing Partner)

Data quality maintenance

• Manage and maintain recipient databases in current systems (including SalesForce) to ensure data completeness and quality.
• Confirm and update/complete recipient demographic, contact, insurance, device, and hearing provider data details in relevant Cochlear database(s) to ensure
• Excellent long-term customer support for every recipient
• Ability to accurately identify, segment, forecast and support upgrade opportunities
• Identification of/advocacy for recipients with legacy/obsolete devices without an upgrade funding pathway.

Build excellent working relationships with Hearing Partners

• Establish strong relationships with Cochlear Implant (CI) Hearing Partners to ensure their engagement and commitment to facilitating timely recipient upgrades and provide operational support as required to optimise upgrade sales in their practices

You Bring Your Skills and Experience

As we grow, we are looking for people with highly specialised skills who share our passion for changing the lives of our customers. To add value to Cochlear in this role you'll be able to demonstrate the following skills, experience, and attributes:

• Minimum 1+ years' experience in a sales environment or target driven customer facing role
• Hunger to achieve results
• Comfortable cold calling with a resilient and caring mindset.
• Ability to confidently support recipients with communication difficulties with patience and kindness.
• Positive, energetic, and strong phone skills
• Excellent listener with strong verbal communication skills
• The ability to solve problems and collaborate to get work done that delivers benefits for Cochlear's customers.

Ideal

• Experience in consumer sales, consumer/patient relations, engagement, or communication
• Knowledge of the hearing health sector
• Knowledge of Australian health funding streams; Private Health Insurance, NDIS, DVA, Hearing Australia

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.