Global Shared Services Specialist - Customer Operations

Cochlear; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

Cochlear Malaysia provides shared services to support Cochlear's global operations. The growing team handles IT infra, testing, BI support, procurement, customer service, and more to deliver outstanding results for customers daily.

Join a purpose-driven organization with a collaborative culture, and be part of a dynamic, expanding environment that values continuous learning and professional growth. Shifts include early mornings, with some holiday rotation.

Qualifications

• Minimum 3 years of experience in Customer Service, Shared Services, or Call Centre environments.
• Bachelor's degree preferred.
• Strong customer focus with empathy and professionalism in handling inquiries.
• Highly organized with excellent attention to detail and accuracy.
• Experience using SAP or similar ERP transactional systems.
• Intermediate proficiency in Microsoft Office apps, especially Excel and Word.
• Strong communication across levels and ability to collaborate globally.

Responsibilities

• Delivering high-quality customer support through phone, email, chat, and web forms.
• Processing customer transactions and operational activities such as order entry, service requests, invoicing, account maintenance, and information management.
• Ensuring activities are completed accurately and within agreed service levels.
• Supporting continuous improvement initiatives to enhance operational efficiency and service quality.
• Collaborating with cross-functional teams and global stakeholders to resolve issues and improve processes.
• Participating in projects, system enhancements, UAT, and operational initiatives.
• Identifying, resolving, or escalating operational issues in a timely manner.
• Supporting best-practice development across Shared Service Centres.

Skills

Customer service

ERP / SAP

Excel

Communication

Detail oriented

Global collaboration

Education

Bachelor's degree

Tools

SAP

Job description

Cochlear Malaysia provides shared services to support Cochlear's global operations. The growing team handles IT infra, testing, BI support, procurement, customer service, and more to deliver outstanding results for customers daily.

Join a purpose-driven organization with a collaborative culture, and be part of a dynamic, expanding environment that values continuous learning and professional growth. Shifts include early mornings, with some holiday rotation.