Customer Engagement Associate

Your cochlear implant journey could help someone else begin theirs.

• If you are a cochlear implant recipient, you know what it is like to have questions, weigh your options and make a life-changing decision.
• 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.

In this role, you will:

• 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.

Were 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 elses life.

Check out the job description below to know more about the role!

Position Overview / Purpose

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 Indias 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 Cochlears technology portfolio, and providing ongoing support to guide families through the evaluation and decision-making process. This position focuses on top-tier cochlear implant technology, positioning Cochlear as the preferred solution through relationship-based engagement. 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.

Accountabilities

1. Lead Qualification & Discovery:
   1. 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.
   2. Qualify leads based on defined criteria including hearing loss severity, treatment history and candidate motivation.
   3. Document all interactions, insights, and qualification status in CRM system to enable effective handover and performance tracking.
   4. Candidate Education & Awareness Building:
      1. Provide candidates and families with accurate, accessible information about hearing loss treatment options, cochlear implant technology, surgical procedures, and expected outcomes.
      2. Position Cochlears 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.
      3. Nurturing & Counseling through surgery stage
      4. Maintain ongoing engagement with qualified candidates and families from initial contact through surgery completion
      5. Proactively initiate follow-up conversations at critical decision milestones to maintain momentum, overcome barriers, and ensure families remain engaged in their hearing journey.
      6. Field Sales Handover & Coordination:
      7. Identify appropriate handover timing based on candidate readiness for in-person consultation and coordinate seamless transition to local Product Specialists in the candidates city.
      8. Follow up with Product Specialists post-handover to confirm meetings occurred, provide additional context as needed, and track candidate progression through the sales cycle.
      9. Performance Tracking & CRM Hygiene:
      10. 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.

Team Role (Individual contributor):

• Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement
• Contribute ideas on systems and process methods to improve deliverables.
• Work safely, complying with all safety procedures, rules and instructions; and reporting workplace hazards, incidents or injuries to manager.

Key Competencies

• Ability to connect emotionally with customers
• Ability to learn new concepts and products
• Good communication skills to communicate via phone
• Collaboration with other departments (sales, customer service)
• Personal effectiveness
• Self-motivated
• Customer focus with strong conversation skills