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 toConsultant Team Lead & Chief Commercial OfficerClassificationThis 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.OverviewThis 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 ResponsibilitiesPatient Servicing & Customer ServiceProvide personalised support,



monitor patient progress and address concernsConduct structured check-ups and facilitate doctor appointmentsManage ongoing patient relationships to support engagement and retentionReinforce treatment expectations, timelines and outcomesManage follow-up activity including calls, rebooking and patient communicationEncourage reviews and maintain high levels of patient satisfactionRespond to enquiries and manage patient transfers where requiredSupport subsequent enrolments through professional, value-based conversationsOperational Administration & Clinic DutiesProcess payments and manage patient accounts in CRM and associated systemsMaintain accurate, complete and timely records for all patient interactions and transactionsComplete same-day notes and ensure CRM task discipline is maintainedEnsure compliance with financial, administrative and operational proceduresManage reception duties, appointment scheduling and clinic workflowMaintain stock awareness and support ordering and inventory processesAssist with daily clinic operations, including account management and task completionIdentify and escalate discrepancies,



risks or inconsistencies in accounts or recordsSupport resolution of disputes in line with company policy and compliance requirementsProfessionalism & CollaborationMaintain strict patient confidentiality and uphold ethical standardsEnsure all patient communications and representations are accurate and compliantCollaborate effectively with clinic team members and medical practitionersCommunicate clearly to support patient outcomes and clinic performanceParticipate in training, onboarding and ongoing developmentImpactDriving patient retention and long-term engagementProtecting revenue through administrative accuracySupporting clinic efficiency and operational stabilityDelivering a consistent, high-quality patient experienceYour performance directly influences patient outcomes, customer satisfaction, and the overall commercial performance of the clinic.Progression PathwayExceptional 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 retentionAdministrative accuracy and disciplineOperational contributionCommercial awareness and performanceDesired Skills and Experience1-2 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 robust work ethic.A passion for helping people and improving their lives.Be careful - Don't provide your bank or credit card details when applying for jobs.
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📌 Customer Service Sales Specialist (Victoria)
🏢 Ashley & Martin
📍 Victoria