Senior Customer Care Representative

Stryker; Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

Stryker is seeking a Senior Customer Care Representative in Melbourne, Australia, to support customers and the broader business. You will resolve complex enquiries, improve customer outcomes, and ensure an exceptional experience for healthcare professionals.

The role emphasizes ownership, collaboration with internal teams, and a passion for healthcare and medical technology. Full working rights in Australia are required, with opportunities for development within a global leader in medtech.

Qualifications

• Minimum 2 years' experience in customer service or related roles.
• Experience handling complex enquiries or escalations is preferred.
• Demonstrated ability to build relationships and deliver outstanding customer experiences.

Responsibilities

• Manage customer enquiries with timely, professional support.
• Assist with escalations and issue resolution.
• Identify opportunities to improve processes and outcomes.
• Build strong relationships with customers and internal stakeholders.
• Share knowledge and contribute to a high-performing team culture.
• Own enquiries from start to resolution.

Skills

Customer service

Problem solving

Relationship building

Communication skills

Ownership mindset

Tools

Salesforce

SAP

ServiceNow

Job description

At Stryker, we're passionate about improving patient outcomes through innovative medical technology. Every day, our products and solutions help healthcare professionals deliver better care to patients across Australia and around the world.

We're looking for a Senior Customer Care Representative who is genuinely excited by healthcare, enjoys solving complex problems, and wants to build a meaningful career with a company that makes a real difference.

This role is about more than providing great customer service. You'll become a trusted partner to our customers, develop a deep understanding of our products and business, and play an important role in ensuring healthcare professionals receive the support they need when it matters most.

While our team includes people from customer service, healthcare administration, retail, hospitality, and other people-focused industries, they all share one thing in common: a passion for helping others, a commitment to excellence, and a genuine curiosity for healthcare and medical technology.

About the role

As a Senior Customer Care Representative, you'll be a trusted support for both customers and the wider business, helping to resolve complex enquiries, improve customer outcomes, and deliver an exceptional customer experience every day.

Your responsibilities will include:

• Managing customer enquiries and providing timely, professional support.
• Assisting with complex requests, escalations, and issue resolution.
• Identifying opportunities to improve processes and customer outcomes.
• Building strong relationships with customers and internal stakeholders.
• Sharing knowledge and contributing to a positive, high-performing team culture.
• Taking ownership of enquiries and seeing issues through to resolution.

Who you are

You're someone who enjoys helping others, builds strong relationships, and takes pride in delivering exceptional service. You thrive in a collaborative team environment, embrace challenges, and enjoy learning new things.

You're curious, proactive, and motivated by the opportunity to make a difference. Rather than waiting for someone else to solve a problem, you take ownership and work towards the best outcome for the customer.

Most importantly, you're genuinely interested in healthcare and excited by the opportunity to build your career within a global medical technology company.

What you'll need

Required qualifications

• Minimum 2 years' experience in customer service, customer care, healthcare administration, contact centre, retail, hospitality, or another customer-facing environment.
• Experience managing customer enquiries, service requests, orders, or case management activities.
• Demonstrated ability to build relationships and deliver outstanding customer experiences.
• Strong problem-solving skills and the ability to manage competing priorities.
• Full working rights in Australia.
• A genuine interest in healthcare, medical technology, and continuous learning.

Preferred qualifications

• Experience handling customer escalations, complex enquiries, or complaint resolution.
• Experience using CRM, ERP, or customer service platforms such as Salesforce, SAP, ServiceNow, or similar systems.
• Experience working in healthcare, medical devices, pharmaceuticals, logistics, or other regulated industries.

Why Stryker?

At Stryker, you'll join a team that is passionate about making healthcare better. You'll be supported by leaders who invest in your development, surrounded by teammates who genuinely care about each other, and given opportunities to grow your career within one of the world's leading medical technology companies.

Interested?

As part of your application, please include a short paragraph at the top of your CV answering:

Why do you want to work for Stryker, and what interests you about a career in healthcare and medical technology?

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.