ANZ Customer Service Specialist — 4-Month Contract

Resmed; Kuala Lumpur; On-site; Full time

Job description

Overview

Shift times Monday – Friday: 6am – 3pm or 8am – 5pm. Fixed‑term role for 4 months.

About ResMed

ResMed pioneers innovative solutions that treat and keep people out of the hospital, empowering them to live healthier lives. Our cloud‑connected medical devices transform care for people with sleep apnea, COPD, and other chronic diseases. Our comprehensive out‑of‑hospital software platforms support professionals and caregivers who help people stay healthy in the home or care setting of their choice.

Team and Role

As a Customer Service Representative supporting the ANZ market, you will provide exceptional service and support to our customer base, sales representatives, and consumers. You will support a variety of service programs designed to put the customer first.

Responsibilities

• Process orders, returns, complaints, credits and rental requests by phone, fax, email, and EDI transactions.
• Respond to inquiries in a manner that meets high quality and productivity standards.
• Respond to customer complaints professionally and attempt to resolve them in accordance with established guidelines.
• Attempt to troubleshoot customer problems and inform supervision/management of unresolved complaints.
• Document customer transactions accurately in Oracle.
• Support the pricing approval process in compliance with Customer Service policies and procedures.
• Actively manage cross‑functional systems to ensure accurate record keeping, including monitoring and reporting.
• Perform proactive follow‑up with other Customer Support Team members to ensure efficient resolution of requests through collaboration.
• Provide training and support for team members (CSR only).
• Support special projects as needed (CSR only).

Qualifications and Experience

• Enter faxed and email orders, RMAs, credits, sample requests, rental requests and complaints into Oracle.
• Support RSVP, Mask Guarantee, ResMed Online Store, and ResMed SleepVantage programs.
• Respond to patient calls and emails promptly, competently, and professionally.
• Import consignment orders to Oracle and process RMA’s for 3PL’s.
• Meet SLAs and critical deadlines.
• Strong personal computer skills and familiarity with Windows‑based software.
• Read and comprehend simple instructions, short correspondence, and memos.
• Present information effectively in one‑on‑one and small group situations.
• Communicate clearly and effectively.
• Perform basic arithmetic and interpret bar graphs.
• Other responsibilities as assigned.

Required

• Proficiency in enterprise‑level ERP (e.g., Oracle) and CRM (e.g., Sales Force Dotcom) applications.
• Strong written and oral communication skills in English.
• Extremely detail‑oriented.
• Collaborative team player.
• Customer‑centric commitment to building and maintaining relationships.
• Exceptional problem‑solving and organizational skills.
• Energetic, self‑motivated, quick‑thinking with a positive attitude.
• High school diploma or higher with a minimum of two years of customer service experience.

Preferred

• 2–4 years of experience in a high‑volume customer service/call‑center capacity.
• Degree in any discipline.