Customer Engagement Specialist

cochlear; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Cochlear in Malaysia is seeking a Customer Engagement Specialist to grow access to cochlear implant solutions across Malaysia. You will connect with candidates, providers, surgeons and internal teams to strengthen referral pathways and support candidates through their journey.

Your audiology background will be central as you deliver clinical and product expertise, elucidate options, and build trusted relationships with professional partners to improve patient care.

Qualifications

• Audiology degree and license to practice.

Responsibilities

• Support candidates through their journey by building trusted relationships and guiding them through the cochlear implantation decision process.
• Build and strengthen referral networks with Cochlear Provider Network partners and surgical centres across Malaysia.
• Provide clinical and product expertise to professional partners and deliver support in person or digitally.
• Turn insights into action by tracking interactions, referrals, and conversion to improve engagement and growth.

Job description

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.

• 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.

• 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.

• 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.

• 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