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Consumer Care Team Manager (12-month Fixed Term), Sydney, Resmed Inc

Published 2023-01-24
Expires 2023-02-24
ID #1360605661
150 AU$
Consumer Care Team Manager (12-month Fixed Term), Sydney, Resmed Inc
Australia, New South Wales, Sydney,
Published January 24, 2023

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Consumer care team manager (12-month fixed term)
Min. Salary: 125000000


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Description


Imagine a world where people are delighted by their healthcare experience. The ResMed team is taking giant strides towards making this a reality. As part of the Asia LatAm Growth Markets team we are looking to solve unique and exciting challenges utilising technology and connected solutions to impact over a billion people. We have an innovative 30 year history as global leading medical pioneers but now is the time to continually push boundaries, innovate in new spaces and help improve people's health on a large scale.


Let’s talk about the team

ResMed is seeking a Consumer Care Centre, Team Manager to support a high volume Consumer Care team. In this position, the team will focus on ensuring the Customer Service Representatives (CSR) can quickly move through the inbound/outbound volume of work. 

The focus of the team is to engage with our consumers’ sleep health journey through multiple pathways including inbound and outbound calls, live chats, social media platforms and consumer written enquiries.  The team is also responsible in booking appointments and call transfers into our Retail Australian Stores.

Let’s talk about the role

To be successful in this role, you are a driven and reliable member of the team who has a positive attitude and know how to keep motivation high. You will have an experience in mentoring your team members and have acted as a subject matter expert across all products and services of ResMed.  The responsibilities are, but not limited to:

Monitor team workflows and actively support with inbound and outbound tasks to ensure all service level agreements (SLAs) and targets are met and objectives and key results (OKRs) are achieved on all tasks and queues within the Consumer Care Centre Act as a subject matter expert (SME) across all product and service offerings in the ANZ Market. 


Support the team’s sales initiatives over live chat by leveraging knowledge of our product catalogue to identify opportunities to upsell and champion our subscription model to consumers to ensure regular replacement of equipment in line with recommendations.


Ensure the team is adhering to the business’ set language and processes around each product’s recommended maintenance, replacement schedules, warranty periods etc and actively promoting this to all customers.


Use a growth mindset approach towards delivering exceptional consumers services and solutions and provide customer support across all DTC channels


Plan and deliver on scalable process and automation driven solutions to increase the team’s revenue / decrease waste coordinating with stakeholders where necessary


Effectively manage any escalations for complex or sensitive enquiries and complaints


Proactively identify any skills gaps within the team and work with the Consumer Care Leadership team to address them.


Assist with the development of training materials for use in onboarding and regular refreshers.


Report on the team’s performance against SLAs and targets weekly, monthly and quarterly.

Let’s talk about you

Exceptional time management skills required to manage priorities for own role and the roles of the team. 


A driven personality with the desire to contribute to a world class team in an open and collaborative environment 


Strong consumer centric mindset and a commitment to achieve high touch customer service 


Detail-oriented with excellent written and verbal communication skills. 


Ability to multi-task and support a variety of service programs. 


Able to work collaboratively in a team environment. 

#LI-APL


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!

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    150 AU$ / Monthly

    Employer's info

    Registered on October 7, 2017

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    Retail markets and shops have a very ancient history, dating back to antiquity. Over the centuries, retail shops were transformed from little more than "rude booths" to the sophisticated shopping malls that we know today. Retailing involves the process of selling consumer goods or services to customers through multiple channels of distribution to earn a profit. Retailers satisfy demand identified through a supply chain. Some of the earliest retailers were itinerant peddlers. The term "retailer" is typically applied where a service provider fills the small orders of a large number of individuals, who are end-users, rather than large orders of a small number of wholesale, corporate or government clientele. Shopping generally refers to the act of buying products. Sometimes this is done to obtain final goods, including necessities such as food and clothing; sometimes it takes place as a recreational activity. Recreational shopping often involves window shopping (just looking, not buying) and browsing: it does not always result in a purchase.


    New South Wales (commonly abbreviated as NSW) is a state on the east coast of Australia. It borders Queensland to the north, Victoria to the south, and South Australia to the west. Its coast borders the Coral and Tasman Seas to the east. The Australian Capital Territory is an enclave within the state. New South Wales' state capital is Sydney, which is also Australia's most populous city. In June 2020, the population of New South Wales was over 8.1 million, making it Australia's most populous state. Just under two-thirds of the state's population, 5.3 million, live in the Greater Sydney area. The demonym for inhabitants of New South Wales is New South Welshmen.The Colony of New South Wales was founded as a British penal colony in 1788. It originally comprised more than half of the Australian mainland with its western boundary set at 129th meridian east in 1825. The colony then also included the island territories of Van Diemen's Land, Lord Howe Island, and Norfolk Island. During the 19th century, most of the colony's area was detached to form separate British colonies that eventually became the various states and territories of Australia. However, the Swan River Colony was never administered as part of New South Wales. Lord Howe Island remains part of New South Wales, while Norfolk Island has become a federal territory, as have the areas now known as the Australian Capital Territory and the Jervis Bay Territory.

    Source: https://en.wikipedia.org/