Consumer Care Sleep Coach - Sales and Customer Service

• Hybrid | Based in Sydney (On-site at Bella Vista Tue & Wed)

• Full-time | Monday–Saturday roster (Saturday rotation)

• Make a real impact in people’s lives
   

At Resmed, we help millions of people sleep better, breathe better and live better. As a Consumer Care Sleep Coach, you’ll play a vital role in guiding customers through their sleep health journey — combining customer care, sales expertise and empathy to deliver meaningful health outcomes.
You will be responsible for achieving individual and team-based KPIs, including conversion rates, revenue contribution, and customer satisfaction outcomes."

About the role

This hybrid role sits within our Consumer Care Centre (CCC), where you’ll support customers across multiple digital and phone-based touchpoints.

You’ll also focus on guiding customers through their trial-to-purchase journey, helping them build confidence in their therapy and supporting them in transitioning to long-term solutions.
 

Key responsibilities

Customer Care & Support

• 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

Sales & Customer Journey

• 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

Operations & Administration

• 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

Collaboration & Continuous Improvement

• 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
   

About you

You are a confident communicator who thrives in a fast-paced environment, balancing sales performance with genuine care for customers.
You understand that great experiences help build the right mindset which in turn drive consistent behaviours and strong results.

You will bring:

• 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
   

Highly regarded:

• Experience in healthcare, medical devices or sleep therapy
• Salesforce or CRM system experience
• Complaint handling experience
   

Working arrangements

• Hybrid role: currently on-site Tuesday and Wednesday (subject to change)
• Full-time hours with Monday–Saturday roster (Saturday rotation required)
• Onboarding and initial training conducted on-site (virtual support available if needed)
• Flexibility required to support customer needs across extended hours
   

Why join Resmed?

• Global leader in health technology and sleep solutions
• Purpose-driven work that genuinely improves lives
• Structured training and ongoing development
• Supportive, inclusive team culture
• Career growth opportunities across ANZ and globally
• Competitive salary and performance incentives
   

Interested?

If you’re ready to combine your sales expertise with meaningful customer care, apply now and help people achieve better sleep and better health.
#hybrid