Engagement Associate - 12 month contract

Cochlear; Sydney; On-site; AUD 65,000 - 95,000; Full time

Job summary

Cochlear is seeking an Engagement Associate to join the Australia & New Zealand (ANZ) team. Preferred locations are Sydney, Brisbane, or Melbourne.

Reporting to the Engagement Manager, you will provide direct customer support to consumers and guide them through their hearing journey. You will handle inquiries about implantable hearing solutions, mentor candidates, and participate in events and campaigns with the Marketing Team.

Qualifications

• Bachelor’s degree or equivalent business experience.
• At least a few years of sales experience.
• Proven influencing & negotiating skills.
• Strong written, verbal and communication skills; telephone skills.
• Strong interpersonal skills across diverse demographics.
• High emotional intelligence and ability to manage emotions.
• Technical fluency with web-based tools.
• Excellent ability to coordinate, organise and report data.

Responsibilities

• Actively engage with candidates to support them through decision-making and implantation.
• Provide personalised information and empathetic experience to candidates.
• Regularly follow up with consumers and maintain touchpoints.
• Engage with Cochlear consumers through events, office events, and product trials.
• Attend consumer events to build ongoing relationships and guide candidates through implantation.
• Act as the primary liaison for inbound/outbound calls and emails with consumers.
• Assist with consumer campaigns with Marketing Team.
• Document consumer trends and concerns in business systems.

Skills

Sales experience

Influencing & negotiating

Communication skills

Interpersonal skills

Emotional intelligence

Technical fluency with web tools

Data reporting

Education

Bachelor’s degree or equivalent

Job description

The Opportunity

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.

The qualified candidate must be comfortable with extended telephone, email and face-to-face contact, possess the ability to work with minimal supervision, have experience in database management and reporting and have demonstrated impeccable follow up.

Responsibilities include:

• 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.

#CochlearCareers

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 environment where our people will feel value 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.

For more information about Life at Cochlear, visit www.cochlearcareers.com