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About the Role
As a Consumer Care Sleep Coach at Resmed, you will guide customers through their sleep health journey, combining customer care, sales expertise, and empathy to achieve meaningful health outcomes. You will be responsible for meeting individual and team KPIs, including conversion rates, revenue contribution, and customer satisfaction.
Responsibilities
- 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
- 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
- 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
- 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
Requirements
- 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
- Onboarding and initial training conducted on-site (virtual support available if needed)
- Flexibility required to support customer needs across extended hours
Skills
- Sales
- Customer Service
- Communication
- Active Listening
- Emotional Intelligence
- Problem-Solving
- Resilience
- CRM systems
- Salesforce
Location
- Sydney
- On-site at Bella Vista Tue & Wed
Work Type
- Hybrid
- Full-time
Experience Level
- 3+ years’ experience in customer service or contact centre roles
Benefits
- Structured training and ongoing development
- Supportive, inclusive team culture
- Career growth opportunities across ANZ and globally
- Competitive salary and performance incentives
About the Company
- ResMed helps millions of people sleep better, breathe better and live better.
- Global leader in health technology and sleep solutions.
- Purpose-driven work that genuinely improves lives.
- ResMed (NYSE:RMD, ASX: RMD) creates life-changing health technologies that people love.
- Relentlessly committed to pioneering innovative technology to empower millions of people in more than 140 countries to live happier, healthier lives.
- AI-powered digital health solutions, cloud-connected devices and intelligent software make home healthcare more personalized, accessible and effective.
- ResMed envisions a world where every person can achieve their full potential through better sleep and breathing, with care delivered in their own home.
Equal Opportunity
- We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates.