Consumer Care Lead

**Job Summary**

**A solution-focused, customer-centric, results-driven individual with a growth mindset. Committed to a gold standard of customer experience.**

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**Let’s talk about Responsibilities**

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• **Monitor team workflows to ensure all service level agreements (SLAs) are met and objectives, key results (OKRs) are achieved**

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• **Guide the team to provide needs-based support to consumers**

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• **Effectively manage any escalations for complex or sensitive enquiries and complaints**

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• **Support the team by taking overflow on all queues where required**

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• **Provide peer to peer coaching and mentoring for consumer care representatives**

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• **Proactively identify any skills gaps within the team and flag with Consumer Care Manager**

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• **Assist with the development of training materials based on identified areas for improvement**

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• **Act as a product subject matter expert (SME) across all ResMed offerings in the ANZ Market**

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• **Ensure the team is applying a consistent level of customer service in line with ResMed values**

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• **Coordinate with other stakeholders where necessary to provide the highest level of support**

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**Let’s talk about Experience**

• **Demonstrated success in handling complex customer enquiries and complaints.**

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• **Thorough understanding of consumer law as it applies to suppliers and manufacturers.**

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• **Demonstrated problem solving ability.**

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• **Demonstrated ability to achieve targets / goals.**

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• **Outstanding communication and interpersonal skills.**

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• **Ability to think of scalable solutions to problems rather than people driven ones.**

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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.