You may have heard of us – Ashley and Martin (that's right, the hair people). We have been around for more than 60 years supporting our customers on their hair regrowth journey and we are pretty excellent at what we do! We pride ourselves on the excellent customer service we provide and the results our products achieve. We have a talented group of individuals we get to call our team and with clinics across Australia, New Zealand & Singapore, our internal support network reaches far and wide.
Reporting to
Consultant Team Lead & Chief Commercial Officer
Classification
This role is classified under the Health Professionals and Support Services Award **** (Cth) . The role operates within a structured clinic team environment with shared responsibility for patient servicing and clinic operations.
Overview
This role is critical in delivering consistent, high-quality patient servicing while contributing directly to clinic performance. As a Customer Service Specialist, you will manage the ongoing patient journey, maintain administrative accuracy, and support clinic operations. You are responsible for ensuring patients remain engaged, supported and progressing through their treatment programs. This is a commercially accountable role, where your actions directly influence patient outcomes, retention, and overall clinic performance. You will operate across patient servicing, administration and operations to ensure the clinic runs efficiently and effectively.
Key Responsibilities
Patient Servicing & Customer Service
Provide personalised support, monitor patient progress and address concerns
Conduct structured check-ups and facilitate doctor appointments




Manage ongoing patient relationships to support engagement and retention
Reinforce treatment expectations, timelines and outcomes
Manage follow-up activity including calls, rebooking and patient communication
Encourage reviews and maintain high levels of patient satisfaction
Respond to enquiries and manage patient transfers where required
Support subsequent enrolments through professional, value-based conversations
Operational Administration & Clinic Duties
Process payments and manage patient accounts in CRM and associated systems
Maintain accurate, complete and timely records for all patient interactions and transactions
Complete same-day notes and ensure CRM task discipline is maintained
Ensure compliance with financial, administrative and operational procedures
Manage reception duties, appointment scheduling and clinic workflow
Maintain stock awareness and support ordering and inventory processes
Assist with daily clinic operations, including account management and task completion
Identify and escalate discrepancies, risks or inconsistencies in accounts or records
Support resolution of disputes in line with company policy and compliance requirements
Professionalism & Collaboration
Maintain strict patient confidentiality and uphold ethical standards
Ensure all patient communications and representations are accurate and compliant




Collaborate effectively with clinic team members and medical practitioners
Communicate clearly to support patient outcomes and clinic performance
Participate in training, onboarding and ongoing development
Impact
Driving patient retention and long-term engagement
Protecting revenue through administrative accuracy
Supporting clinic efficiency and operational stability
Delivering a consistent, high-quality patient experience
Your performance directly influences patient outcomes, customer satisfaction, and the overall commercial performance of the clinic.
Progression Pathway
Exceptional performance in this role may lead to progression opportunities, including advancement into a Trichologist position and broader commercial roles within the business.
Progression is based on demonstrated capability across:
Patient servicing and retention
Administrative accuracy and discipline
Operational contribution
Commercial awareness and performance
Desired Skills and Experience
1-2 years of experience in a customer service sales role is essential.
Excellent communication, interpersonal, and presentation skills.
Strong customer service orientation with a focus on building rapport and exceeding customer expectations.
Proficiency in Microsoft Office Suite and CRM systems.
A positive and enthusiastic attitude with a solid work ethic.
A passion for helping people and improving their lives.
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📌 Customer Service Sales Specialist (Melbourne)
🏢 Ashley & Martin
📍 Melbourne