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.

The Opportunity

At Cochlear, our mission is to help people hear and be heard. As a global leader in implantable hearing solutions, we work to help people with moderate to profound hearing loss experience a life full of hearing.

We are looking for a Customer Engagement Specialist to help grow access to cochlear implant solutions across Malaysia.

This is a diverse, highly connected role where your audiology expertise will extend beyond traditional clinical practice. You will work with cochlear implant candidates, Cochlear Provider Network partners, surgeons and internal Sales, Clinical and Marketing teams to strengthen referral pathways and help candidates navigate their journey towards cochlear implantation.

At the heart of the role is connection. You’ll build trusted relationships with people considering a cochlear implant, helping them understand their options and supporting them through the decision-making journey. At the same time, you’ll work with our professional partners to build their knowledge, strengthen referral pathways and support high-quality patient care.

For an audiologist who enjoys working with people, building relationships and seeing the broader impact of their work, this is an opportunity to apply your clinical expertise in a very different way.

What You’ll Be Doing

Support Candidates Through Their Journey

You’ll be an important point of connection for people exploring cochlear implantation, including candidates referred through our professional network and those who connect with Cochlear through consumer campaigns.

You will:

• Build trusted relationships with candidates through empathetic, personalised engagement.
• Help candidates navigate the decision-making and implantation journey.
• Proactively follow up enquiries and candidate interactions to maintain engagement.
• Organise and lead candidate events that provide opportunities for people to learn, connect and take the next step in their journey.
• Work closely with professional partners and internal teams to support an effective transition from enquiry and referral through to cochlear implant surgery.

Build and Strengthen Referral Networks

Working across Malaysia, you’ll develop strong relationships with Cochlear Provider Network partners and cochlear implant surgical centres.

You will:

• Partner with Cochlear Provider Network members to strengthen cochlear implant referral pathways.
• Collaborate with cochlear implant surgeons and professional partners to improve connections between referral clinics and hospitals.
• Share clinical and product expertise that helps professional partners confidently support potential cochlear implant candidates.
• Help ensure our professional partners can provide a high standard of service and support to patients.

Bring Your Clinical and Product Expertise

Your audiology background will be central to the role.

You will:

• Provide clinical and product expertise to professional partners.
• Provide surgical support for Cochlear’s product portfolio within identified accounts.
• Deliver clinical and technical support in person, by phone and through digital channels.
• Support enquiries relating to candidacy, device programming, medical or surgical matters and device troubleshooting.
• Appropriately document and follow up product or service issues through Cochlear’s complaint management processes.

Turn Insights into Action

You’ll also help us better understand the candidate journey and identify opportunities to improve engagement and market growth.

You will:

• Track consumer interactions, referrals and conversion activity through SFHC Care Plan and other relevant systems.
• Identify candidate trends and share insights with internal stakeholders.
• Analyse lead and conversion information to inform future activities and priorities.
• Support direct-to-consumer campaigns and field activities in partnership with Sales and Marketing.
• Contribute ideas for improving how we engage and support candidates and professional partners.

About You

You are an audiologist who enjoys connecting with people and building strong relationships.

You can take clinical or technical information and communicate it in a way that is clear, relevant and appropriate for the person in front of you. You listen carefully, adapt your approach to different audiences and understand that choosing whether to proceed with a cochlear implant can involve a significant amount of information and decision-making.

You’re also comfortable taking ownership. You organise your work well, follow through on commitments and enjoy working across multiple stakeholders to move things forward.

Importantly, you are interested in applying your audiology expertise beyond a traditional clinical setting and contributing to improved engagement, referral pathways and access to cochlear implant solutions.

What You’ll Bring

• A bachelor’s degree in Audiology or an equivalent qualification.
• Strong written and verbal communication skills.
• Excellent interpersonal skills and the ability to communicate effectively with people from diverse backgrounds.
• The ability to listen, understand individual needs and adapt your communication appropriately.
• Confidence using digital, web-based and interactive tools.
• Strong organisation skills and a systematic approach to managing information and reporting.
• A proactive approach, with the ability to work independently and take action.
• Confidence engaging with candidates and professional partners both in person and by phone.

Experience That Would Be Valuable

We’d also welcome experience in one or more of the following areas:

• Consumer or patient engagement, counselling, education or support.
• Consumer-facing sales or relationship management.
• Patient support programs.
• Cochlear implant services or broader hearing healthcare.
• Clinical or product training.
• Working with healthcare professionals and referral networks.

You don’t need to bring experience across every area. We’re interested in the combination of clinical knowledge, communication skills, relationship-building capability and drive you would bring to the role.

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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