Job Description

ResMed seeks a complaints management specialist to handle complex customer issues, process complaints and cancellations, and manage cases independently from intake through resolution. The role requires structured analysis, clear communication, and reliable follow-through in demanding situations.

Responsibilities

• Process customer complaints independently and manage cases from receipt to closure
• Evaluate incoming requests according to established procedures and ensure timely handling
• Analyze complex situations and consolidate relevant information from multiple systems
• Clarify contract-related questions, cancellations, and contract durations for customers
• Coordinate unresolved matters with relevant internal departments and follow through consistently

Requirements

• Completed commercial training or equivalent qualification
• Strong, professional communication skills with ability to convey clear decisions
• Structured approach to complex matters and process-oriented thinking
• Proficiency with digital systems and ticket/case management tools
• Ability to remain professional during challenging customer interactions
• Reliable management of multiple concurrent cases to completion
• Understanding of contract terms, cancellation regulations, and internal workflows

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