Customer Engagement Specialist

C16 Cochlear Malaysia SDN BHD. (Malaysia); Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

Cochlear Malaysia invites a dedicated audiologist to join our team in Kuala Lumpur. In this role you will engage with candidates, partners and surgeons to guide the journey toward cochlear implantation, applying your clinical expertise beyond traditional practice.

You will build referral networks across Malaysia, deliver in-person and digital support, and translate insights into actions with Sales and Marketing. A solid Audiology degree and strong communication are essential.

Qualifications

• Bachelor’s degree in Audiology.
• Strong written and verbal communication skills.
• Ability to build trust and engage with diverse audiences.

Responsibilities

• Build trusted relationships with candidates and partners through empathetic engagement.
• Guide candidates through decision-making and implantation journey.
• Proactively follow up enquiries to maintain engagement.
• Organise candidate events and coordinate with partners to support the journey to cochlear implantation.
• Develop and strengthen Cochlear Provider Network referral pathways across Malaysia.
• Provide clinical and product expertise to professional partners and support surgeons.
• Deliver in-person, phone and digital clinical support and address candidacy questions.

Skills

Audiology

Communication

Interpersonal

Digital tools

Organization

Stakeholder management

Education

Bachelor’s degree in Audiology

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

• 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

• 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

• 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.

Our growth is creating great opportunities! Our team is expanding and we want to hire the most talented people we can. Continued success depends on it.

We're the global leader in implantable hearing solutions. We have provided more than 600,000 implantable devices, helping people of all ages to lead full and active lives. We help people hear and be heard. We empower people to connect with others and live a full life. We help transform the way people understand and treat hearing loss. We innovate and bring to market a range of implantable hearing solutions that deliver a lifetime of hearing outcomes.