Engagement Associate - 12 month contract

Cochlear Malaysia SDN BHD. (Malaysia); Sydney; On-site; AUD 60,000 - 90,000; Full time

Job summary

Cochlear is seeking an Engagement Associate to join the Australia & New Zealand team, with preferred locations Sydney, Brisbane or Melbourne. You will provide direct consumer support through the hearing journey, mentoring candidates to help them choose Cochlear and progress through implantation.

The role emphasizes engaging with candidates, delivering accurate information with empathy, and maintaining ongoing contact, including event-driven outreach and strong liaison capabilities.

Qualifications

• Bachelor's degree or equivalent business experience required.

Responsibilities

• Actively engage with candidates to ensure they are supported throughout the decision-making and implantation process.
• Provide personalised, accurate information and a positive, empathetic experience to candidates, guiding them through their hearing journey.
• Regularly follow up and communicate with consumers, providing appropriate touch points.
• Proactively engage with Cochlear's consumers and candidates through avenues such as clinic events, office events, tech-talks, product trials, etc.
• Attend consumer events to proactively engage with candidates to build ongoing relationships and be the primary contact to help guide candidates through the implantation process
• Act as the primary liaison for assigned inbound and outbound telephone calls and email communication involving consumers.
• Provide administration support relating to consumer campaigns, aligning consumer messaging and shared goals, in collaboration with the Marketing Team.
• Document all consumer customer trends and concerns with business systems and team leadership.
• Offer solutions and provide creative ideas for responding to customer trends.

Skills

Sales experience

Influencing & negotiation

Written & verbal communication

Interpersonal skills

Emotional intelligence

Technical fluency with web tools

Data organization & reporting

Education

Bachelor's degree or equivalent

Tools

CRM software

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 world full of sound. We aim to transform the way people understand and treat hearing loss and innovate to connect people with future technologies. 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. Learn and grow with us as we tackle the most complex challenges in helping more people to experience a lifetime of hearing.

The Opportunity

We are seeking an Engagement Associate to join our Australia & New Zealand (ANZ) team. Preferred locations, Sydney, Brisbane or Melbourne. Reporting to the Engagement Manager, the successful Candidate will have the unique opportunity to provide direct customer support to consumers and nurture them through their hearing journey.

The Engagement Associate handles assigned consumer inquiries about implantable hearing solutions and offers valuable insight through personal mentoring to ensure a successful hearing journey that results in the choice of Cochlear. This role will ensure a successful consumer mentoring experience for all candidate inquiries.

Responsibilities

• Actively engage with candidates to ensure they are supported throughout the decision-making and implantation process.
• Provide personalised, accurate information and a positive, empathetic experience to candidates, guiding them through their hearing journey
• Regularly follow up and communicate with consumers, providing appropriate touch points.
• Proactively engage with Cochlear's consumers and candidates through avenues such as clinic events, office events, tech-talks, product trials, etc.
• Attend consumer events to proactively engage with candidates to build ongoing relationships and be the primary contact to help guide candidates through the implantation process
• Act as the primary liaison for assigned inbound and outbound telephone calls and email communication involving consumers.
• Provide administration support relating to consumer campaigns, aligning consumer messaging and shared goals, in collaboration with the Marketing Team.
• Document all consumer customer trends and concerns with business systems and team leadership.
• Offer solutions and provide creative ideas for responding to customer trends.

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:

Minimum:

• Bachelor's degree or equivalent business experience required.
• At lease a few years of sales experience is essential to be successful in this role
• Candidate has proven strong influencing & negotiating skills
• Candidate will have proven strong, persuasive written, verbal and communication skills - strong telephone skills required
• Candidate must possess 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
• Excellent ability to coordinate, organise and report data in a systematic way for functionality.

Ideal:

• Hearing industry experience, preferably with cochlear implants.
• Engagement and communication experience with not-for-profit community and consumer relations.
• Patient Support Program experience

In turn, you will have the unique opportunity to interact and build relationships with external and internal groups, setting the foundation of future success. The ANZ regional group offers a collaborative work environment with ample training and development opportunities. You will be able to do meaningful work for a truly iconic Australian company.

How we recognise your contribution

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. Through our internal programs and employee benefits, we aim to create an envi