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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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. 


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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