The 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.
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Representatives also play a key role in providing first-line customer support, technical assistance, and escalating issues to relevant teams for timely resolution.
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Key Responsibilities
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Respond 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 agreements
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Process orders for medical supplies and equipment accurately and efficiently.
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Create and maintain customer account records.
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Track deadlines and manage tasks using web-based tools.
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Collaborate with cross-functional teams to meet service and sales goals.
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Build and maintain positive customer relationships that impact service and product revenue.
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Document all customer interactions and technical issues in ticketing systems, including resolutions and follow-ups.
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Provide performance metrics and insights to management as required.
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Support Scope
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Customer Service Representatives may work in:
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Administrative or clerical support across multiple communication channels.
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Specialised technical support tasks related to product knowledge or technical assistance.
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Operational support involving semi-skilled tasks such as data entry or logistics coordination.
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Qualifications & Experience
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Required:
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Minimum of 1 year of related experience in customer service or support.
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Familiarity with standard procedures and routines to manage daily tasks.
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Ability to follow established processes with limited need for supervision.
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Strong English language skills and computer literacy skills?
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Excited by the opportunity to support Customers and Patients, in a business that makes a real impact.
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Ability to work autonomously and problem solve
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Preferred:
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Vocational training or equivalent experience in healthcare, customer service, or technical support.
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Strong communication and problem-solving skills.
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Experience using CRM or ticketing systems.
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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 cutting-edge ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
📌 Customer Service Representative (Fixed term 12 Months) (New South Wales)
🏢 Resmed
📍 New South Wales
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