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."
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.
- 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
- 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
- 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
- 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
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.
- 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
- Experience in healthcare, medical devices or sleep therapy
- Salesforce or CRM system experience
- Complaint handling experience
- 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
- 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
If you’re ready to combine your sales expertise with meaningful customer care, apply now and help people achieve better sleep and better health.
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