Role OverviewThe primary role of a Customer Service Representative in the Customer Care Team is to deliver exceptional customer service and support across multiple communication channels—phone, email and chat. This role is pivotal in ensuring customer satisfaction and operational efficiency by addressing enquiries related to ResMed products, services, warranties, order processing, and general complaints.Representatives also play a key role in providing first-line customer support, technical assistance, and escalating issues to relevant teams for timely resolution.Key ResponsibilitiesRespond to customer enquiries in a timely, accurate, and professional manner across multiple communication channels (e.g., phone, email, chat), ensuring high levels of customer satisfaction and adherence to service level agreementsProcess orders for medical supplies and equipment accurately and efficiently.Create and maintain customer account records.Track deadlines and manage tasks using web-based tools.Collaborate with cross-functional teams to meet service and sales goals.Build and maintain positive customer relationships that impact service and product revenue.Document all customer interactions and technical issues in ticketing systems, including resolutions and follow-ups.Provide performance metrics and insights to management as required.Support ScopeCustomer Service Representatives may work in:Administrative or clerical support across multiple communication channels.Specialised technical support tasks related to product knowledge or technical assistance.Operational support involving semi-skilled tasks such as data entry or logistics coordination.Qualifications & ExperienceRequired:Minimum of 1 year of related experience in customer service or support.Familiarity with standard procedures and routines to manage daily tasks.Ability to follow established processes with limited need for supervision.Strong English language skills and computer literacy skills?Excited by the opportunity to support Customers and Patients, in a business that makes a real impact.Ability to work autonomously and problem solvePreferred:Vocational training or equivalent experience in healthcare, customer service, or technical support.Strong communication and problem-solving skills.Experience using CRM or ticketing systems.Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
