Customer Service Team Lead B2C

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.

Job Title: Customer Service Team Lead B2C

Location: Bologna

Key Responsibilities:
- Supervise, organize, coordinate, and monitor day-to-day activities to deliver exceptional service from order entry to after-sales service, in line with internal policies. Provide assistance on complex contacts.- Challenge current processes, identify, recommend, and implement actions to improve customer satisfaction and reduce costs.- Train team members and keep them updated on all processes. Maintain and update all training resources.- Develop positive behavior in the team by role-modeling the required behavioral competencies, policies, and standards. Recognize positive behavior and address unsatisfactory behaviors. Coach and help team members to develop, monitor, and report progress and performance.- Serve as a mentor and coach for all team members.

Minimum Requirements:
- Bachelor's Degree or equivalent work experience (3 years) OR High School Diploma + 6 years of experience.- Customer-centric attitude.- 2 years of experience in a similar role managing a team.- Problem-solving skills.- Rigorous and organized.- Stress resistance.- Agile mindset and change management experience.- Flexibility and readiness to change.- Fluent in English.- Ability to interact effectively with customers.

Desired Skills:
- Knowledge of Oracle ERP.- Knowledge of Salesforce CRM.- Yellow Belt Certification.

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.