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Consumer Care Lead

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ResMed

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Location:
Australia , Sydney

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

A solution-focused, customer-centric, results-driven individual with a growth mindset. Committed to a gold standard of customer experience.

Job Responsibility:

  • Monitor team workflows to ensure all service level agreements (SLAs) are met and objectives, key results (OKRs) are achieved
  • Guide the team to provide needs-based support to consumers
  • Effectively manage any escalations for complex or sensitive enquiries and complaints
  • Support the team by taking overflow on all queues where required
  • Provide peer to peer coaching and mentoring for consumer care representatives
  • Proactively identify any skills gaps within the team and flag with Consumer Care Manager
  • Assist with the development of training materials based on identified areas for improvement
  • Act as a product subject matter expert (SME) across all ResMed offerings in the ANZ Market
  • Ensure the team is applying a consistent level of customer service in line with ResMed values
  • Coordinate with other stakeholders where necessary to provide the highest level of support

Requirements:

  • Demonstrated success in handling complex customer enquiries and complaints
  • Thorough understanding of consumer law as it applies to suppliers and manufacturers
  • Demonstrated problem solving ability
  • Demonstrated ability to achieve targets / goals
  • Outstanding communication and interpersonal skills
  • Ability to think of scalable solutions to problems rather than people driven ones

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
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