Customer Service Officer

Company Overview:

Freedom Hearing is a leading audiology practice based in Australia, dedicated to providing comprehensive hearing care solutions to individuals of all ages. Established in 2001, Freedom Hearing specialises in diagnosing, treating, and managing hearing loss and related disorders.

The team of highly skilled clinicians utilises state-of-the-art technology and personalised care to help clients achieve optimal hearing health and improve their quality of life. Committed to accessibility and inclusivity, Freedom Hearing offers a range of services including hearing assessments, hearing aid fittings and ongoing support. With a focus on empowering clients to make informed decisions about their hearing health, Freedom Hearing strives to deliver exceptional care and support every step of the way.

About the Role:

The Customer Service Officer plays a vital role in delivering exceptional client care and providing seamless administrative support to both our clients and clinical team. This position is perfect for someone who enjoys working autonomously while still being part of a supportive, friendly, and purpose-driven environment.

In this role, you'll handle client inquiries, schedule appointments, manage records, and help ensure your clinic day runs smoothly for our clinicians and our clients. Your warmth, organisation, and initiative will help create a positive experience from the moment clients walk through our doors.

This is a full-time, permanent role, based between our Bundoora and Oak Park Clinics. It offers variety, independence, and the opportunity to make a meaningful impact across both sites.

Key Responsibilities

• Manage customer interactions to ensure a positive and effective experience.

• Understand customers' needs and identify opportunities to improve appointment conversion and patient satisfaction.

• Follow 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.

• Use calendar resources efficiently to maximise your 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 prioritize workload

• Attention to detail and a high level of accuracy in data entry and record-keeping.

• Maintain a high degree of confidentiality.

• 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're a proactive, people-focused professional who thrives working autonomously while still being part of a supportive and collaborative team, we'd love to hear from you. 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 we're known for at Freedom Hearing.