Shared Services Representative

Cochlear Malaysia SDN BHD. (Malaysia); Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Cochlear Malaysia SDN BHD. (Malaysia) is seeking a Shared Services Representative to join our Customer Operations team.

You will support customers and internal stakeholders across multiple channels, ensuring accurate processing of transactions and timely service delivery. Ideal candidates have at least 3 years in customer service or shared services, a bachelor's degree preferred, and experience with SAP or similar ERP systems.

Qualifications

• Minimum 3 years in customer service, shared services, or call centre.
• Bachelor's degree preferred.
• Strong customer focus with empathy and professionalism.
• Organized with attention to detail and accuracy.
• Experience using SAP or similar ERP systems.
• Proficiency in Microsoft Excel and Word.

Responsibilities

• Provide multichannel customer support via phone, email, chat, and web forms.
• Process transactions such as order entry, invoicing, and account maintenance.
• Ensure tasks are completed accurately within service levels.
• Support continuous improvement and cross-functional collaboration.
• Participate in projects, testing, and process initiatives.
• Identify and resolve or escalate operational issues promptly.
• Support development and implementation of best practices across Shared Service Centres.

Skills

Customer service

Shared services

Call centre

Empathy

Communication

Education

Bachelor's degree

Tools

SAP

Excel

Word

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.

Join our Shared Customer Operations team and play a key role in delivering a seamless, convenient, and world-class customer experience. As a Shared Services Representative , you will support customers and internal stakeholders through the effective execution of customer operations activities while contributing to process improvement initiatives and operational excellence across our Shared Service Centres.

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

Position Specific Skills and Challenges

Skills & Experience

• Minimum 3 years of experience in Customer Service, Shared Services, or Call Centre environments.
• Bachelor's degree preferred.
• Strong customer focus with the ability to demonstrate empathy and professionalism when handling customer enquiries and concerns.
• Highly organized with excellent attention to detail and accuracy.
• Experience using SAP or similar ERP transactional systems.
• Intermediate proficiency in Microsoft Office applications, particularly Excel and Word.
• Strong communication skills with the ability to engage effectively across different levels of the organization.
• Ability to work collaboratively within a globally dispersed team.

Why is this role right for you?

• Be part of a purpose-driven organization dedicated to improving people's lives through innovative healthcare solutions.
• Gain exposure to global operations and work with teams across different regions.
• Develop expertise in customer operations, shared services, ERP systems, and process improvement.
• Contribute to meaningful initiatives that enhance customer experience and operational performance.
• Join a collaborative team environment that values continuous learning, innovation, and professional growth.
• Ability to support business requirements such as work on public holidays and a range of shifts (e.g. 7am to 4pm or 9am to 6pm), with occasional weekend shift on a rotation.

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.