Customer Service Representative (Fixed term 12 Months)

ResMed Inc; Sydney; On-site; AUD 52,000 - 68,000; Full time

Job summary

ResMed is seeking a Customer Service Representative to join the Customer Care Team in Sydney, Australia. The role focuses on delivering exceptional service across phone, email and chat, handling orders, warranties, and general inquiries with a customer-first approach.

You will address product-related questions, provide first-line technical assistance, and escalate issues to the appropriate teams to ensure timely resolution. A supportive, cross-functional environment awaits.

Qualifications

• Minimum of 1 year of related experience in customer service or support.
• Ability to follow established processes with minimal supervision.
• Strong English language and computer literacy skills.
• Experience using CRM or ticketing systems.

Responsibilities

• Respond to customer enquiries in a timely, accurate, and professional manner across multiple communication channels (phone, email, chat).
• 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.

Skills

Customer service

English proficiency

Problem solving

Communication skills

Autonomous work

Healthcare knowledge (preferred)

Tools

CRM software

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

• 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

• 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.

Company Culture & Values

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.

Resmed (NYSE:RMD, ASX: RMD) creates life-changing health technologies that people love. We're relentlessly committed to pioneering innovative technology to empower millions of people in more than 140 countries to live happier, healthier lives. Our AI-powered digital health solutions, cloud-connected devices and intelligent software make home healthcare more personalized, accessible and effective. Ultimately, Resmed envisions a world where every person can achieve their full potential through better sleep and breathing, with care delivered in their own home. Learn more about how we’re redefining sleep health at Resmed.com and follow @Resmed.