Customer Care Officer AUS

ReSound; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Onsite parking

Work from home 1 day per week

Job summary

GN Hearing Australia is seeking a Customer Care Officer for our North Ryde team. You will manage customer orders, respond to enquiries, and work with internal teams to ensure a seamless experience for clinicians, partners and customers.

You will handle high-volume enquiries, update orders, provide product information and escalate complex issues to specialists as needed. Strong communication and attention to detail are essential.

Qualifications

• 2 years of experience in a customer service role.
• Confidence managing inbound and outbound customer calls.
• Strong verbal and written communication skills.
• High attention to detail and data entry accuracy.
• Experience with Salesforce, Navision or regulated industries advantageous.

Responsibilities

• Respond to customer enquiries via phone and email.
• Process customer orders accurately across the product range.
• Provide order updates, delivery enquiries and general requests.
• Record customer interactions and complaints in Salesforce.
• Investigate and assist with resolution of feedback or complaints.
• Provide basic product information and troubleshooting for hearing devices and accessories.
• Escalate complex technical enquiries to specialist teams.
• Collaborate with Production, Service and Logistics to fulfil orders.
• Contribute to team KPIs and identify improvement opportunities.

Skills

Customer service

Verbal communication

Written communication

Data entry accuracy

Tools

Salesforce

Navision

Microsoft Office

Job description

Every order we process and every question we answer helps someone reconnect with the sounds that matter most. This role plays an important part in delivering that experience for our customers.

At GN, we design and deliver innovative hearing technology that helps people reconnect with life’s important moments. Our Customer Care team supports clinicians, partners and customers by ensuring orders, enquiries and product support are handled with care, accuracy and efficiency.

We are looking for a Customer Care Officer to join our team in North Ryde. Acting as a key point of contact for customers, you will manage orders, respond to enquiries and work closely with internal teams to ensure a seamless customer experience.

What You’ll Be Doing

This is a busy, high-volume role suited to someone who enjoys managing a varied workload, prioritising effectively and delivering timely support without compromising accuracy. On a day-to-day basis, you will be:

• Responding to customer enquiries via phone and email
• Processing customer orders accurately and efficiently across our product range
• Supporting customers with order updates, delivery enquiries and general requests
• Recording customer interactions and complaint information in Salesforce
• Investigating and assisting with the resolution of customer feedback or complaints
• Providing basic product information and troubleshooting support for hearing devices and accessories
• Escalating more complex technical enquiries to specialist teams when required
• Working closely with Production, Service and Logistics teams to ensure orders are fulfilled
• Contributing to team KPIs and identifying opportunities for continuous improvement

About You

You enjoy helping people and take pride in delivering excellent customer service. You are organised, detail-oriented and comfortable managing multiple tasks in a fast-paced environment.

Ideally You Will Bring

• 2 years of experience in a customer service or customer care role
• Confidence managing inbound and outbound customer calls
• Strong verbal and written communication skills
• High attention to detail and strong data entry accuracy
• Solid computer skills including Microsoft Office (Word, Excel, Outlook)
• Experience with Salesforce, Navision or a regulated industry such as medical devices would be advantageous but is not essential.

What You’ll Enjoy At GN

At GN, we know people are looking for more than just a pay cheque. That’s why we take a total rewards approach, offering a mix of financial and non-financial benefits, alongside the everyday experiences that make work enjoyable and rewarding. From development opportunities to wellbeing support and the chance to be part of a connected, purpose-driven organisation making a real difference, we’re committed to creating an employee experience that people are excited to join and want to stay and grow with. We offer a comprehensive range of benefits and recognition initiatives in addition to your individual compensation, including:

• Secure onsite parking
• Reward and recognition app with discounts at over 700 retailers
• Employee Assistance Program
• Online wellbeing centre
• Service recognition rewards
• Annual birthday and Christmas gift
• Free annual flu vaccinations
• Paid Parental Leave
• Paid Volunteer Leave
• Novated car leasing
• Generous discounts on GN products
• A modern workspace with great onsite amenities including fresh fruit, barista-style coffee, refreshments, social canteen space, table tennis, TVs and a dedicated gaming room. Take a virtual tour here
• Opportunities for development and career growth
• A close-knit team that values accuracy, reliability and humour
• Work from home 1 day per week (upon completion of 6-month probation/training period)

Why you’ll love it here

At GN, we put the customer at the heart of everything we do — and we’re looking for someone who shares that same passion. If this sounds like the opportunity you’ve been waiting for, we’d love to hear from you.

Applicants must have full unrestricted Australian work rights.

GN Hearing Australia is an Equal Opportunity Employer and embraces diversity, equity and inclusion. We encourage applications from Aboriginal and Torres Strait Islander peoples and from individuals of diverse cultural backgrounds.

We are committed to a barrier-free recruitment process and workplace. If you require any adjustments during the recruitment process, please let us know so we can support your participation.

GN Store Nord A/S has entered into a definitive agreement for the sale of GN’s Hearing business to Amplifon S.p.A. to create a global leader in audiology. For GN Group, this creates an opportunity to further expand our position in the large audio and video peripherals markets. Read more about the announcement here.

Agencies

We prefer to fill this role directly. Should we require assistance, we will contact our preferred recruitment partners.