Consumer Care Representative

Let's talk about the team:

The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer enquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution.

Let's talk about the role:

The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer enquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution.

This role will focus on our consumers sleep health journey and understand the multiple pathways they can engage with while offering needs based solutions to Awaken Their Best through our sleep health product range.

Working within ResMed’s Australian Consumer Care Centre team this role provides front line support to new and existing consumers Australia wide looking to start or continue on their journey to a better night’s sleep via phone, email, video call, SMS, social media and live chat.

• Create a gold star consumer experience across all interactions and pathways, striving to meet the consumer's needs in their first point of contact.
• Identify, handle and convert all sales opportunities confidently by engaging with consumers in finding the right combination of products and services to meet their needs.
• Actively promote ResMed product and service offerings to existing and potential consumers, including promotions, product releases, partnerships & self-service options.
• Demonstrate a strong sense of ownership of our consumer's omni-channel experience, nurturing a pipeline from initial enquiries through to processing sales and after sale support.
• Advocate for and educate on the continued usage of ResMed products and services to the consumer throughout their ongoing sleep health journey to Awaken their Best. In turn, creating consumer advocates along the way.
Strong commitment and drive to achieve weekly, monthly and quarterly sales targets while continually providing a gold star consumer experience. Actively think of and be involved in continuous improvements projects and their implementation within the Direct to Consumer Channel

Let’s talk about you:

To be successful in this role you will have the following qualifications and experience:

• Experience in a fast paced inbound or outbound telesales environment
• Technologically literate (MS Office, CRM & phone systems)
• Strong communication skills (both written and verbal), exceptional active listening abilities.
• Has demonstrated ability to convert potential leads to sales.
• Experience in working towards and achieving targets.
• Willingness to embrace change and commitment to continuous improvement
• Aptitude for problem solving, dealing with difficult consumers while always staying solution focused
• Ability to work autonomously, interpret instruction and follow process and procedures. Set priorities and operate in a busy environment to meet critical deadlines
• Flexibility to work a variety of shifts including weekends.
• A self-starter with the ability to work within varied environments

To get us really excited, you will have an understanding of Australian Consumer Law relating to Retail and Manufacturers, be knowledgeable in using Salesforce, phone systems and MYOB.

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.