Customer Service Representative (Fixed term 12 Months)

ResMed; Sydney; On-site; AUD 51,000 - 65,000; Full time

Job summary

ResMed is seeking a Customer Service Representative to join the Customer Care Team in Sydney. You will deliver exceptional service across phone, email and chat, handling inquiries about ResMed products, services, warranties, orders and complaints.

In this role you provide first-line support, assist with technical questions, and escalate issues when needed to ensure timely resolution while maintaining high customer satisfaction and operational efficiency.

Qualifications

• Minimum of 1 year of related experience in customer service or support.
• Strong English language skills and computer literacy.
• Ability to follow established processes with limited supervision.
• Willingness to support customers and patients in healthcare context.

Responsibilities

• Respond to customer enquiries across phone, email and chat with professionalism.
• Process orders for medical supplies and equipment accurately and efficiently.
• Create and maintain customer account records.
• Track deadlines and manage tasks using web-based tools.
• Collaborate with cross-functional teams to meet service and sales goals.
• Document all interactions and resolutions in ticketing systems.
• Provide performance metrics and insights to management as required.

Skills

Customer service

Communication skills

Problem solving

Autonomy

Education

Vocational training or equivalent in healthcare or customer service

Tools

CRM / ticketing systems

Job description

Role Overview

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.

Representatives also play a key role in providing first-line customer support, technical assistance, and escalating issues to relevant teams for timely resolution.

Key Responsibilities

• 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
• Process orders for medical supplies and equipment accurately and efficiently.
• Create and maintain customer account records.
• Track deadlines and manage tasks using web-based tools.
• Collaborate with cross-functional teams to meet service and sales goals.
• Build and maintain positive customer relationships that impact service and product revenue.
• Document all customer interactions and technical issues in ticketing systems, including resolutions and follow-ups.
• Provide performance metrics and insights to management as required.

Support Scope

Customer Service Representatives may work in:

• Administrative or clerical support across multiple communication channels.
• Specialised technical support tasks related to product knowledge or technical assistance.
• Operational support involving semi-skilled tasks such as data entry or logistics coordination.

Qualifications & Experience

Required:

• Minimum of 1 year of related experience in customer service or support.
• Familiarity with standard procedures and routines to manage daily tasks.
• Ability to follow established processes with limited need for supervision.
• Strong English language skills and computer literacy skills?
• Excited by the opportunity to support Customers and Patients, in a business that makes a real impact.
• Ability to work autonomously and problem solve

Preferred:

• Vocational training or equivalent experience in healthcare, customer service, or technical support.
• Strong communication and problem-solving skills.
• Experience using CRM or ticketing systems.

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.