Your cochlear implant journey could help someone else begin theirs.

Now, your experience could help another person or family navigate their choices with greater confidence.

We are looking for a Customer Engagement Associate to join our team in a 1-year, fixed-term, office-based role in Mumbai .

Speak with adults experiencing hearing loss and families of children with hearing loss, over the phone or virtually , to understand their challenges and needs.
Draw on your own experience to connect, guide and help them navigate their options .
Stay connected with candidates and support them as they consider their next steps.
Connect suitable candidates with a Cochlear representative in their city for further guidance and support.
We're especially keen to hear from Cochlear implant recipients who enjoy connecting with people, communicate with empathy and confidence, and would like to use their own experience to make a difference in someone else's life.
The Customer Engagement Associate serves as the first point of contact for digital leads, responsible for qualifying, educating, and nurturing potential cochlear implant candidates and their families through early-stage engagement. This office-based, individual contributor role operates within Cochlear India's digital lead management function, converting inbound inquiries into qualified opportunities for field-based Product Specialists.
The role bridges digital marketing and field sales by conducting structured discovery conversations via phone and WhatsApp to assess candidate suitability, building awareness of hearing loss treatment options and Cochlear's technology portfolio, and providing ongoing support to guide families through the evaluation and decision-making process. The Customer Engagement Associate qualifies candidates based on clinical appropriateness and readiness, nurtures them through educational content and counseling conversations until they reach surgery stage, and orchestrates handovers to local Product Specialists for in-person support.
Conduct structured conversations with candidates and families via phone and WhatsApp to uncover hearing loss challenges, assess clinical appropriateness for cochlear implants, and evaluate readiness for further engagement.
# Document all interactions, insights, and qualification status in CRM system to enable effective handover and performance tracking.
# Candidate Education & Awareness Building :
# Position Cochlear's top-tier technology portfolio as the clinical and quality-of-life standard through consultative education that addresses family concerns, dispels misconceptions, and builds confidence in treatment decisions.
# Field Sales Handover & Coordination:
# Identify appropriate handover timing based on candidate readiness for in-person consultation and coordinate seamless transition to local Product Specialists in the candidate's city.
# Performance Tracking & CRM Hygiene:

Maintain accurate, complete, and timely documentation of all candidate interactions, qualification decisions, nurturing activities, and handover details in CRM system to ensure data integrity for reporting and sales coordination.

Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement
Good communication skills to communicate via phone
Collaboration with other departments (sales, customer service)

Customer Services Advisor (CRM Support)

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