The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer enquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution.

Let’s talk about Responsibilities

1) Customer Service Operations Management

Oversee end-to-end customer service operations across all service channels.

Manage key performance metrics such as SLA, response rate, handling time, backlog, and customer satisfaction.

Optimize workflows and standardize service quality processes to ensure consistency.

Identify root causes of systemic issues and drive customer experience improvements.

Maintain operational excellence aligned with global standards and local market needs.

2) People Leadership & Workforce Management

Lead CS teams and related support units with a focus on capability development.

Conduct recruitment, onboarding, coaching, performance management, and training.

Execute workforce planning and resource allocation based on service demand.

Manage BPO vendor operations and ensure performance meets contractual KPIs.

Foster a collaborative, customer-centric team culture.

3) Complaint Handling & Risk Management

Manage escalated or high-risk issues, including data privacy-related complaints.

Coordinate with Legal, Compliance, and Regulatory teams on sensitive matters.

Provide reports and updates regarding severe complaints or regulatory inquiries.

Build preventive actions to reduce recurrence of operational or customer risks.

Ensure compliance with Korean regulations, including data protection standards.

4) Project & Change Management

Lead or support operational, system, and process improvement initiatives.

Oversee UAT execution, agent training, documentation, and rollout activities.

Develop operational guidelines, SOPs, and communication materials.

Ensure smooth transition and adoption of new systems or processes across CS.

Engage stakeholders to maintain alignment and resolve cross-functional issues.

5) Process, Policy & Compliance Management

Develop and update CS policies, manuals, scripts, and SOPs.

Ensure compliance with regulatory requirements and internal quality standards.

Conduct audits and maintain documentation in an audit-ready state.

Align local operations with global frameworks and governance.

6) Cross-Functional Collaboration

Serve as the primary CS representative to Sales, SCM, Finance, Regulatory, Legal, and Marketing.

Coordinate with external partners (distributors, clinics, service providers).

Provide customer insights to support strategic decision-making.

Support operational readiness and communication in business-wide initiatives.

7) Systems & Quality Management

Oversee RingCentral, Salesforce, and Oracle platforms and ensure optimal utilization.

Lead QA programs, call monitoring, coaching sessions, and quality improvement cycles.

Utilize data analytics to identify service trends and strengthen operational efficiency.

Explore automation, digital tools, and AI-driven solutions to enhance scalability.

8) Business Management & Reporting

Monitor KPIs and report business insights to leadership.

Forecast staffing, workload, training needs, and operational risks.

Support annual budgeting and cost control for CS operations.

Prepare risk mitigation plans and support strategic planning.

Let’s talk about Qualifications and Experience

Required:
Bachelor’s degree.

Minimum of 10 years of related experience.

A. Technical Skills

Customer service operations expertise in a regulated or healthcare-related industry.

Strong CRM proficiency (e.g., Salesforce Service Cloud).

Telephony/Contact Center system knowledge (e.g., RingCentral, NICE, Salesforce, Oracle).

Workforce Management (WFM) capabilities, including forecasting and scheduling.

Data analysis & reporting skills (Excel, dashboards, KPI analysis).

SOP creation and documentation proficiency.

Understanding of Korean data privacy laws and compliance processes.

Experience with UAT, system rollout, or digital transformation projects.

B. Leadership & Management Competencies

Strong people leadership, including coaching, performance management, and team development.

Ability to manage BPO vendors, including KPI governance and quality oversight.

Excellent stakeholder management across cross-functional teams.

Effective decision-making in high-pressure and time-sensitive environments.

Strong conflict resolution skills and the ability to navigate internal challenges.

C. Communication Competencies

Clear and professional verbal and written communication.

Ability to create training materials, scripts, SOPs, and customer communication guides.

Skilled in presenting data, business cases, and operational updates to leadership.

Korean and English proficiency required for internal and regional communication.

D. Behavioral Competencies

Customer-first mindset with a strong sense of ownership.

High adaptability to changing business needs and operational requirements.

Problem-solving and root cause analysis capabilities.

Strong ethical judgment and respect for compliance and regulatory obligations.

Ability to multitask and manage multiple projects simultaneously.

Mindset for continuous improvement and process optimization.

Preferred:

Experience in medical device, healthcare, or regulated industry preferred.

Previous leadership experience in a call center, service operations, or customer experience role.

Experience leading operational transformation, system migration, or service redesign initiatives.

Experience managing high-severity complaints or sensitive customer interactions.

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.