Customer Service Officer

Customer Service Officer – Freedom Hearing – Frankston

Company Overview Freedom Hearing is an Australian audiology practice established in 2001, committed to delivering comprehensive hearing care for all ages. Specialising in the diagnosis, treatment, and management of hearing loss and related disorders, our highly skilled clinicians employ advanced technology and personalised care to enhance clients' hearing health and quality of life. We are dedicated to accessibility and inclusivity, offering services such as hearing assessments, hearing aid fittings, and ongoing support. Our focus is on empowering clients through informed decisions regarding their hearing health, providing exceptional care and support at every stage.

About the Role The Customer Service Officer is integral to providing exceptional client care and seamless administrative support to both clients and our clinical team. This position is suited for an individual who enjoys working independently within a supportive, friendly, and purpose-driven environment.

Your responsibilities will include managing client inquiries, scheduling appointments, maintaining records, and contributing to the smooth operation of clinic days for clinicians and clients. Your warmth, organisational skills, and initiative will be key in creating a positive client experience from their initial contact.

This is a full-time, permanent role, commencing in the new year, based at our Frankston Clinic. It offers variety, independence, and the chance to make a significant impact across our sites.

Key Responsibilities

• Manage customer interactions to ensure a positive and effective experience.
• Understand customer needs and identify opportunities to improve appointment conversion and patient satisfaction.
• Adhere to best practice customer experience, communication procedures, guidelines, and policies.
• Provide assistance and advice to customers, addressing queries and offering solutions.
• Collaborate with clinicians and other staff to ensure seamless patient care and service delivery.
• Utilise calendar resources efficiently to maximise clinics and productivity.
• Manage day-to-day file management for clinicians, ensuring accurate and up-to-date patient records.
• Learn and efficiently use a range of software and applications for data management and communication.
• Order and manage inventory of hearing devices and clinic supplies, ensuring availability and proper stock levels.
• Ensure the efficient operation of the hearing clinic, maintaining an organised and professional environment.
• Perform general reception duties, including greeting patients, answering phones, and handling inquiries.
• Provide ad-hoc administrative support, reporting, and additional duties as needed.

Requirements

• Previous experience in a customer service or administrative role, preferably in a healthcare setting.
• A minimum of 1-2 years of customer service or administrative experience is required.
• Strong communication and interpersonal skills, with the ability to interact effectively with patients, families, and healthcare professionals.
• Excellent organisational and time management skills, with the ability to multitask and prioritise workload.
• Attention to detail and a high level of accuracy in data entry and record-keeping.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Moderate level of computer literacy with a knack for learning new software quickly.
• Database management experience is required with proficiency in data entry, record management, and database systems.

Why Work for Us?

• Embrace a vibrant work culture fostering collaboration and professional growth.
• Wellbeing days to prioritise self-care and rejuvenation.
• Participate in engaging social team bonding activities.

Join Us If you are a proactive, people-focused professional who thrives working autonomously while still being part of a supportive and collaborative team, we encourage you to apply. Join us as a Customer Service Officer and play a key role in delivering exceptional patient experiences, supporting smooth clinic operations, and representing the warm, caring service for which Freedom Hearing is known.

Key Facts

• Salary: $55,000 – $60,000 per year
• Work Type: Full-time
• Location: Frankston
• Work Type: Onsite