Job Description

Customer Support Officer – Remote Ready to put your CPAP knowledge to work in a whole new way? n

At CPAP Direct , we’re all about helping people feel informed, confident and supported throughout their sleep therapy journey and we’re excited to offer an internal opportunity for a team member to join our Customer Support team! ????

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If you know your CPAP, love helping people and enjoy finding solutions, this could be a great opportunity to take your experience in a new direction.

About the Role n

As a Customer Support Officer, you’ll be a key point of contact for our store and online customers , helping them with everything from CPAP questions and product guidance to orders, troubleshooting and follow-ups.

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You’ll be there to make things a little easier for our customers and help them feel confident every step of the way.

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Your day may include:

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- Providing CPAP product guidance and troubleshooting support
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- Helping customers choose suitable products
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- Assisting with store and online orders
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- Processing orders and over-the-phone payments
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- Responding to delivery and collection enquiries
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- Assisting with order changes, returns, refunds and warranty enquiries
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- Following up enquiries and keeping customers informed
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- Supporting our stores with customer enquiries and overflow calls
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- Working with our stores, Warehouse and internal teams to find the best outcome for the customer
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You’ll connect with customers through:

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Phone | Email | Live Chat | Virtual Support

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At the heart of it, we want every customer to finish an interaction feeling:

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Heard. Understood. Supported. Confident.

CPAP Knowledge Is Key n

This is an internal opportunity, so we’re looking for someone who already has a strong understanding of CPAP therapy, our products and the customer journey .

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You’ll also need to feel confident using our current Point of Sale system and following CPAP Direct’s existing processes.

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Don’t worry if you haven’t worked in Customer Support before or haven’t used every online system — we’ll provide the training and support you need to get you up to speed. ????

About You n

We’re looking for someone who:

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- Has strong CPAP experience and product knowledge
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- Is confident using our current systems and processes
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- Has a warm, patient and empathetic communication style
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- Genuinely enjoys helping people
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- Takes the time to listen and understand customer needs
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- Communicates clearly and confidently
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- Has great attention to detail
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- Stays calm and solutions-focused when things get tricky
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- Can juggle multiple priorities and stay organised
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- Works well independently and as part of the wider team
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- Is open to feedback, coaching and learning new things
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What Does Great Customer Support Look Like? n

It’s more than simply answering a question or processing an order.

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It’s about taking ownership, following things through and making the customer’s experience as easy as possible.

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You’ll help make sure customers receive a consistent experience, accurate information and the support they need — while working within our policies and processes.

???? A New Opportunity to Grow n

This could be a fantastic chance for an existing CPAP Direct team member who enjoys helping people and would love to put their CPAP knowledge and experience to work in a different way.

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You’ll have the opportunity to build your remote customer support skills, learn new systems and processes, and continue making a meaningful difference to our customers — just from a different side of the business.

✨ Ready for a New Challenge? n

If you know your CPAP, love helping people and enjoy finding solutions , we’d love to hear from you!

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This could be your next CPAP Direct adventure. ????!

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📌 Customer Support Officer - Remote (Queensland)
🏢 CPAP Direct
📍 Queensland