Cpap Therapy Admin & Sleep Services Specialist

Air Liquide; Sydney; Híbrido; AUD 70 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Structured onboarding and coaching

Career progression opportunities

Hybrid after training

Birthday and wellbeing leave

Modern office with internal mobility

Resumo da oferta

Lotus People is recruiting for a Sydney-based, permanent full-time role in a newly expanded Strategic Accounts team. You’ll blend customer service, relationship management and problem-solving to strengthen relationships with business owners and reduce churn.

This isn’t a scripted environment; you’ll tailor solutions, engage across channels, and contribute to retention outcomes. The position offers hybrid working post-training and a competitive salary with annual bonus potential.

Qualificações

• Experience in customer service, retention, account management or contact centre roles.
• Excellent verbal and written communication and rapport-building abilities.
• Ability to handle difficult conversations and investigate customer concerns.
• Commercial awareness balancing customer and business outcomes.
• Resilient, adaptable and KPI-driven.
• Experience in fintech, banking, telco, complaints or collections is valued.

Responsabilidades

• Manage inbound customer enquiries relating to account concerns, pricing and retention
• Conduct proactive outbound engagement with customers identified as at risk
• Investigate account activity, transaction history and customer concerns before outreach
• Build strong relationships with business owners and decision-makers
• Deliver tailored solutions to improve customer experience and loyalty
• Manage pricing and rate review conversations within approved guidelines
• Use phone, email and SMS to maintain proactive customer engagement
• Collaborate with leaders to improve retention strategies and customer outcomes
• Maintain accurate records and follow-up across multiple conversations
• Contribute to team KPIs, quality standards and customer retention outcomes

Conhecimentos

Communication skills

Relationship management

Problem solving

Commercial awareness

Resilience

Written communication

Multi-channel engagement

Fintech exposure

At-risk customer engagement

Descrição da oferta de emprego

Job Description

ABOUT THE COMPANY

This Australian fintech supports thousands of small and medium businesses across hospitality, retail, healthcare and professional services. With a strong people-first culture, the business is known for its collaborative leadership, internal career progression and genuine investment in employee development. As the company continues to scale, customer experience and retention have become major strategic priorities – creating exciting opportunities for customer service professionals wanting to grow their careers in a modern, fast-paced environment.

ABOUT THE ROLE

This is a unique opportunity to join a newly expanded Strategic Accounts team focused on strengthening customer relationships and reducing churn across the business. Blending customer service, relationship management and problem-solving, you’ll work directly with business owners to understand challenges, investigate account activity and deliver tailored solutions.

This isn’t a scripted, high-volume environment. You’ll investigate accounts, review customer activity and understand merchant needs before reaching out – allowing you to have more strategic, relationship-focused conversations with business owners and genuinely influence customer outcomes.

DUTIES

• Manage inbound customer enquiries relating to account concerns, pricing and retention
• Conduct proactive outbound engagement with customers identified as at risk
• Investigate account activity, transaction history and customer concerns before outreach
• Build strong relationships with business owners and decision-makers
• Deliver tailored solutions to improve customer experience and strengthen loyalty
• Manage pricing and rate review conversations within approved guidelines
• Use phone, email and SMS to maintain proactive customer engagement
• Collaborate with leaders and colleagues to improve retention strategies and customer outcomes
• Maintain accurate records and follow-up activity across multiple customer conversations
• Contribute to team KPIs, quality standards and customer retention outcomes

SKILLS & EXPERIENCE

• Previous experience within customer service, retention, account management or contact centre environments
• Strong communication and rapport-building skills
• Confidence handling difficult or solution-focused conversations
• Ability to problem solve and investigate customer concerns independently
• Commercial awareness and ability to balance customer and business outcomes
• Resilient, adaptable and comfortable working within KPIs
• Strong written communication and systems skills
• Experience within fintech, banking, telco, complaints, collections, retail or consultative customer environments highly regarded
• Proactive mindset with the ability to manage multiple conversations and follow-ups

BENEFITS

• Structured 5-week onboarding and ongoing coaching
• Clear career progression opportunities across the wider business
• Exposure to a growing fintech environment
• Supportive, collaborative and social team culture
• Birthday leave + additional wellbeing leave
• Recognition programs, team celebrations and engagement events
• Monday to Friday role – no weekend or public holiday work!
• Modern office environment with strong internal mobility opportunities

OUR RECRUITMENT PROCESS

At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.

Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role.

Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.

Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.

This permanent, full-time Sydney role offers a $75,000 salary package + potential annual bonus, along with hybrid working flexibility after training.

DE&I STATEMENT

At Lotus People we aim to create a better future where we authentically serve, reflect and embrace everyone. We believe in fostering a more diverse, equitable and inclusive organisation where everyone feels comfortable to truly be who they are and unleash their full potential. This means we do not tolerate discrimination on the basis of our race, ethnicity, sex, gender identity, sexual orientation, religion, nationality, age, disability or any other trait protected by law. Throughout the entire employee lifecycle, we place DE&I at the core of our people processes. Do not hesitate to reach out if you require any reasonable adjustments to the recruitment process.

JOB LOCATION

Sydney

CONTRACT TYPE

Permanent, full-time