Consumer Care Sleep Coach - Sales and Customer Service

About the role

This hybrid role sits within our Consumer Care Centre (CCC), where you'll support customers across multiple digital and phone-based touchpoints. You'll also focus on guiding customers through their trial-to-purchase journey , helping them build confidence in their therapy and supporting them in transitioning to long-term solutions.

Responsibilities

• Customer Care & Support
• Deliver "Gold Standard Customer Service" across inbound and outbound channels (phone, email, chat, social)
• Provide first-contact resolution wherever possible with empathetic, professional support
• Assist with therapy guidance, troubleshooting, appointment bookings and general enquiries
• Confidently manage complaints and complex customer scenarios with a solution-focused approach
• Sales & Customer Journey
• Drive trial-to-purchase conversion by nurturing customers throughout their journey
• Identify and act on sales opportunities in a natural, customer-first way
• Promote ResMed products, memberships and current campaigns
• Build long-term relationships that support positive health outcomes
• Operations & Administration
• Manage diary bookings, payments and follow-ups with strong attention to detail
• Use CRM and contact centre systems to accurately capture customer interactions
• Ensure financial and administrative tasks are completed within required timeframes
• Collaboration & Continuous Improvement
• Work closely with internal teams across Retail, Wholesale and Clinical support
• Contribute to ongoing process improvements and team initiatives
• Support onboarding, training and knowledge sharing across the team
• About you
• You are a confident communicator who thrives in a fast-paced environment, balancing sales performance with genuine care for customers.
• You understand that great experiences help build the right mindset which in turn drive consistent behaviours and strong results.
• You will bring:
• Proven sales experience (retail or call centre environment) - essential
• 3+ years' experience in customer service or contact centre roles
• Strong communication and active listening skills
• A customer-first mindset with high emotional intelligence
• Ability to manage multiple systems and priorities in a busy environment
• Confidence working toward KPIs and performance targets
• Strong problem-solving skills and resilience with challenging interactions
• Highly regarded:
• Experience in healthcare, medical devices or sleep therapy
• Salesforce or CRM system experience
• Complaint handling experience
• Working arrangements
• Hybrid role: currently on-site Tuesday and Wednesday (subject to change)
• Full-time hours with Monday-Saturday roster (Saturday rotation required)
• Onboarding and initial training conducted on-site (virtual support available if needed)
• Flexibility required to support customer needs across extended hours
• Why join Resmed?
• Global leader in health technology and sleep solutions
• Purpose-driven work that genuinely improves lives
• Structured training and ongoing development
• Supportive, inclusive team culture
• Career growth opportunities across ANZ and globally
• Competitive salary and performance incentives
• Interested?
• If you're ready to combine your sales expertise with meaningful customer care, apply now and help people achieve better sleep and better health.
• #hybrid

Benefits

Additional Information

Consumer Care Sleep Coach - Sales and Customer Service Hybrid | Based in Sydney (On-site at Bella Vista Tue & Wed) Full-time | Monday-Saturday roster (Saturday rotation) Make a real impact in people's lives At Resmed, we help millions of people sleep better, breathe better and live better. As a Consumer Care Sleep Coach , you'll play a vital role in guiding customers through their sleep health journey - combining customer care, sales expertise and empathy to deliver meaningful health outcomes. You will be responsible for achieving individual and team-based KPIs, including conversion rates, revenue contribution, and customer satisfaction outcomes."

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