Customer Service Representative (Fixed term 12 Months)

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.

Benefits

Additional Information

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.

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