Customer Experience and Tour Coordinator

2 months ago

Sydney, Australia Cochlear Ltd Full time

Cochlear is the global market leader in implant hearing solutions. 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. A Cochlear Implant is an electronic device that is surgically implanted under the skin near the ear that restores hearing to those who suffer from severe hearing loss. It’s an incredible piece of engineering and the only product in the world that restores a sense through technology. Imagine using your experience to help people around the world to hear again. We can offer a unique opportunity to join Cochlear, an iconic Australian company, leading the world in implantable hearing solutions. Our mission is to help more people to hear.

The Opportunity

Cochlear has a 24 month fixed term opportunity for a Customer Experience and Tour Coordinator based in our Hearing Hub at Macquarie, Sydney. In this role, the successful Customer Experience and Tour Coordinator will be responsible for creating memorable experiences by guiding visitors through our facility and representing Cochlear as a trusted brand ambassador.

Responsibilities include:

- Organise and deliver informative tours of Cochlear’s manufacturing facility.
- Ensure a seamless and welcoming visitor experience, from scheduling to follow-up.
- Build strong relationships with tour attendees and answer questions with expertise.
- Update and enhance tour materials to reflect product and innovation developments.
- Coordinate with marketing and manufacturing teams to align tour content and logistics.
- Collect, analyse, and report on feedback to improve the tour experience continuously.

What makes this opportunity unique?

This is a rare opportunity to step into a role that combines customer engagement with brand representation in a highly impactful way. You’ll have the chance to directly influence visitors’ perceptions of Cochlear and leave a lasting impression, all while gaining valuable experience in a leading healthcare technology company.

About You. As we grow our operations, we are looking for people who share our passion for delivering quality hearing solutions to our customers. To add value to Cochlear in this role, you'll be able to demonstrate the following skills and experience:
Essential:

- Experience in a customer-facing role such as sales, customer service, healthcare, tour guide or hospitality.
- Strong interpersonal and communication skills to engage diverse audiences.
- Public speaking or group presentation experience.
- Organisational skills to manage multiple tours and visitors.
- Genuine interest in Cochlear’s mission and products.
- Willingness to learn and be trained in medical devices.

Ideal:

- 2+ years of experience managing tours, events, or customer engagement programs, preferably in healthcare or technology.
- Experience working with healthcare professionals or patients.
- Background in marketing, events, or a related field.
- Ability to explain complex technology in an engaging way.
- Strong problem-solving skills and ability to work independently.

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 life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities.

CochlearCareers

How we recognise your contribution

We want Cochlear to be a place where our people truly enjoy coming to work. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.

At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. We offer flexible working arrangements, and we understand flexibility is not the same for everyone. We're open to a conversation about what flexibility means for you.

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