Apr 23, 2018

Customer Service Coordinator MEA- (Temporary -6 months) - Cochlear

  • Cochlear
  • Dubai - United Arab Emirates
Temporary Customer Service and Call Center Jobs

Job Description

Job Title:  Customer Service Coordinator MEA- (Temporary -6 months)

Company Name: Cochlear

Location: Dubai, United Arab Emirates (UAE)


About Cochlear:

Cochlear is the global market leader in implantable hearing solutions including cochlear implant systems (CI) and bone anchored hearing aids (Baha™). Cochlear’s mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other.


Job Summary: The Customer Service Coordinator MEA will be responsible to coordinate the day-to-day customer service, which includes handling general queries/requests of distributors, and professional customers, processing customer orders and facilitating and tracking internal processes (e.g. financial, service & repair, logistics) to ensure the best possible service is provided to customers. You will be working with the market leaders in its respective filed and will have the opportunity to work across a portfolio of high-technology products. You will support sales & marketing activities in the region in a range of tasks (metrics & statistics, demo material availability, marketing activities, events, etc.).


Key Duties and Responsibilities:  

  • Organise a timely response to written orders, including order confirmation, validating product availability, facilitating invoicing, providing shipping advice and complying with country or customer specific procedures and documents.
  • Act as point of contact for inquiries from distributors – and at times from medical professionals directly – via email, phone, website/online portal and/or social media channels.
  • Support the sales staff to define marketing material needs for the territory.
  • Deliver existing customer service improvement initiatives and measure/ control them by defined performance metrics.
  • Handle customer complaints as per the complaint management process.
  • Support the Sales Managers in demand planning for units and provide the resulting and agreed demand plan to logistics. And prepare tender bid documentation.
  • Cooperate with the Finance Department, Sales Managers and Distributors to ensure debt collection.
  • Supply recipients and professional specific data (invoice and delivery addresses, payment conditions etc.) to be entered into the company’s systems.
  • Follow-up on unregistered products/devices and supply registration data to the registration team (i.e. get information via portal /online registration).
  • Coordinate and clarify “problem cases” (e.g. missing and/or wrong data, no customer feedback) and feedback to the EMEA Registration Team.


Qualifications, Skills and Experience:

  • Four years of experience
  • At least two years in customer services in a high-technology product area
  • Experience in using ERP software, e.g. Oracle, SAP (advanced
  • Experience working in close collaboration with sales staff
  • Excellent written and verbal communication/social skills.
  • Strong organisational skills and attention to details
  • Strong interpersonal and communication skills (spoken and written)
  • Language Skills/ Proficiency: English & Arabic (fluent written/spoken). French is a plus

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