Life At Cochlear
CustomerServiceRepresentative
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Representative at Life At Cochlear. Skills: Customer Service Operations, Order Processing & System Management, Warranty & Service Support, Upgrade Consultation & Customer Engagement, Online Store Support & Management. Providing inbound customer support via phone and KakaoTalk. Managing system and upgrade orders”
What You'll Achieve.
deliver timely, professional support that reflects Cochlear’s commitment to excellence; ensure smooth handovers and customer outcomes; ensure smooth processing and delivery; support informed decision-making; ensure smooth upgrade and order completion; ensure timely fulfilment; support broader business objectives; support individual and team success
Industry & Context.
Well-developed problem-solving skills with attention to detail; Identify root causes of issues, propose solutions, and follow through to resolution
What They're Looking For.
Must Have
Experience in a customer service or customer-facing role, ability to manage multiple tasks and priorities in a fast-paced environment, Well-developed problem-solving skills with attention to detail, Ability to work both independently and collaboratively, with a flexible and proactive mindset, Excellent verbal, written, and interpersonal communication skills, Comfortable supporting customers across inbound calls, digital channels, online store enquiries, and upgrade-related discussions, Good English communication skills (spoken and written)
Nice to Have
Experience in customer service within the medical device, healthcare, or life sciences industry, Experience using CRM or ERP systems such as Salesforce or Oracle, Exposure to online store operations, system orders, or upgrade support
What You'll Do.
Providing inbound customer support via phone and KakaoTalk
Managing system and upgrade orders
Supporting online store operations
Ensuring accurate system and order management
Resolving customer inquiries
Processing RMAs and supporting repair and replacement workflows
Maintaining accurate and up-to-date data across internal systems
Supporting reporting and tracking activities
Supporting warranty replacement and exchange requests
Providing timely service and replacement status updates
Coordinating with logistics teams
Responding to customer queries related to service timelines and outcomes
Providing inbound upgrade consultations via phone and KakaoTalk
consistent information on upgrade options
Addressing customer questions and concerns to support informed decision-making
Coordinating with internal teams to ensure smooth upgrade and order completion
Supporting day-to-day online store operations
Responding to customer enquiries related to products
Working with internal teams to resolve online store issues and ensure timely fulfilment
Supporting online store campaigns from an operational and customer support perspective
How You'll Work.
Team & Collaboration
Work closely with internal teams to resolve customer inquiries; Collaborate with Sales, Service, and Logistics teams to ensure smooth handovers and customer outcomes; Collaborate with cross-functional teams in Korea to support broader business objectives
Communication Scope
Excellent verbal, written, and interpersonal communication skills; Good English communication skills (spoken and written)
Full Job Description
## **Please submit your application as soon as possible, as we reserve the right to close this advertisement at any time.** Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound. We aim to transform the way people understand and treat hearing loss and innovate to connect people with future technologies. 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. Learn and grow with us as we tackle the most complex challenges in helping more people to experience a lifetime of hearing. **About the Role** This role is responsible for providing inbound customer support via **phone and KakaoTalk** , managing system and upgrade orders, supporting online store operations, and ensuring accurate system and order management. You will work closely with internal teams to resolve customer inquiries and deliver timely, professional support that reflects Cochlear’s commitment to excellence. ### **Key Accountabilities** **Customer Service Operations (Inbound Support)** * Respond promptly and professionally to inbound customer inquiries via phone and KakaoTalk. * Support customers with enquiries related to repairs, warranty, replacements, accessories, service procedures, upgrades, and online store orders. * Provide clear, accurate information to resolve customer issues efficiently. * Maintain accurate customer and order records in **Salesforce and Oracle**. * Identify root causes of issues, propose solutions, and follow through to resolution. * Collaborate with Sales, Service, and Logistics teams to ensure smooth handovers and customer outcomes. **Order Processing & System Management** * Receive and process system, upgrade, and online store orders with a high level of accuracy. * Liaise with customers regarding order status, payments, del
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