Consumer Care Representative

Consumer Care Representative

Apply locations Kuala Lumpur, Malaysia

Time type: Full time

Posted on: Posted 4 Days Ago

Job requisition ID: JR_038241

• 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.
• 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 processes and procedures.
• 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! We commit to respond to every applicant.

About Us:

At ResMed (NYSE: RMD, ASX: RMD) we pioneer innovative solutions that treat and keep people out of the hospital, empowering them to live healthier, higher-quality lives. Our digital health technologies and cloud-connected medical devices transform care for people with sleep apnea, COPD and other chronic diseases. Our comprehensive out-of-hospital software platforms support the professionals and caregivers who help people stay healthy in the home or care setting of their choice. By enabling better care, we improve quality of life, reduce the impact of chronic disease and lower costs for consumers and healthcare systems in more than 140 countries.

ResMed Corporation is an equal opportunity employer and provides equal opportunity in employment for all qualified persons, without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

(US/Canada only) ResMed is an equal opportunity/affirmative action employer. ResMed is an E-Verify Employer. ResMed is a smoke-free workplace.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant!