Consumer Care Representative

• Full-time permanent position
• Mon-Fri roster with potential rotating Saturday in the future
• 9am-6pm shift (KL time)
• Available to work on public holidays as supporting the Australian business
• Hybrid work: 1-2 days in office + work from home
  
  About the role:

The role of a Consumer Care Representative is to focus on our consumers sleep health journey and understand the multiple pathways they can engage with while offering needs based solutions to Awaken Their Best through our sleep health product range.

Based in KL, working within ResMed’s Australian Consumer Care Centre team, this role provides front line support to new and existing consumers Australia wide looking to start or continue on their journey to a better night’s sleep via phone, email, video call, SMS, social media and live chat.

Responsibilities and Accountabilities:

• Create a gold star consumer experience across all interactions and pathways, striving to meet the consumer's needs in their first point of contact.
• Identify, handle and convert all sales opportunities confidently by engaging with consumers in finding the right combination of products and services to meet their needs.
• Actively promote ResMed product and service offerings to existing and potential consumers, including promotions, product releases, partnerships & self-service options.
• Demonstrate a strong sense of ownership of our consumer's omni-channel experience, nurturing a pipeline from initial enquiries through to processing sales and after sale support.
• Advocate for and educate on the continued usage of ResMed products and services to the consumer throughout their ongoing sleep health journey to Awaken their Best. In turn, creating consumer advocates along the way.
• Strong commitment and drive to achieve weekly, monthly and quarterly sales targets while continually providing a gold star consumer experience.
• Actively think of and be involved in continuous improvements projects and their implementation within the Direct to Consumer Channel.

Skills:

• Strong communication skills (both written and verbal), exceptional active listening abilities.
• Demonstrated ability to convert potential leads to sales.
• Experience in working towards and achieving targets.
• Willingness to embrace change and commitment to continuous improvement
• Aptitude for problem solving, dealing with difficult consumers while always staying solution focused
• Ability to work autonomously, interpret instruction and follow process and procedures. Set priorities and operate in a busy environment to meet critical deadlines
• Flexibility to work a variety of shifts including weekends.
• A self-starter with the ability to work within varied environments

Qualifications and Experience:

Minimum

• Experience in a fast paced inbound or outbound telesales environment or equivalent customer service environment
• Experience with meeting sales targets
• Technologically literate (MS Office, CRM & phone systems)
  

Preferred

• Understanding of Australian Consumer Law as it relates to Retail and Manufacturers
• Knowledge of Salesforce, Cisco Phone System, MYOB, Microsoft Teams
• Proven experience in complaints handling

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!