About Us

At Freedom Hearing, we don't just provide hearing services, we help people reconnect with the conversations, relationships and moments that matter most.

For over 20 years, we've been transforming lives through expert hearing care, delivering exceptional outcomes for thousands of Australians. As we continue to grow, we're looking for an enthusiastic, customer-focused Customer Care Agent to join our Head Office team in Pyrmont.

If you thrive on building rapport, enjoy helping people make key decisions, and love working in a fast-paced environment where your efforts directly contribute to client outcomes and business success, we'd love to hear from you.

About the Role

As a Customer Care Agent, you'll be the voice of Freedom Hearing and often the first person a client speaks with when seeking help.

This is more than a customer service role. You'll play a key part in guiding potential and existing clients through their hearing journey, converting enquiries into appointments, strengthening client relationships, and ensuring every interaction delivers an exceptional experience.

You'll join a high-performing team that values empathy, professionalism and results while making a genuine difference in people's lives every day.

Key Responsibilities

- Manage inbound and outbound calls with confidence, professionalism and warmth

- Convert enquiries into appointments by understanding client needs and clearly communicating the benefits of our services

- Build strong relationships with clients and support them throughout their hearing care journey

- Respond promptly to customer enquiries





- Provide accurate information regarding hearing assessments, services, appointments and products

- Identify opportunities to improve client engagement and appointment attendance

- Resolve customer concerns with a solutions-focused approach

- Maintain accurate client records within our CRM systems

- Achieve customer service, booking and conversion KPIs

- Support client retention initiatives and ongoing customer satisfaction

- Collaborate with clinicians and internal teams to deliver outstanding client experiences

What Success Looks Like

- High levels of customer satisfaction

- Strong appointment conversion rates

- Positive client feedback and retention

- Effective management of customer enquiries

- Consistent achievement of service and performance targets

About You

You'll be successful in this role if you:

- Enjoy talking to people and building rapport quickly

- Are confident on the phone and able to influence positive outcomes

- Have a natural ability to listen, understand needs and provide solutions

- Thrive in a target-driven environment without compromising customer care

- Are organised, resilient and able to manage competing priorities





- Have excellent communication and problem-solving skills

- Learn new systems quickly and have strong computer literacy

- Enjoy being part of a collaborative, high-performing team

Experience We Value

- Customer service, contact centre, sales support or call centre experience

- Minimum of 1-2 years' experience in customer service, contact centre or call centre environments

- Experience converting enquiries into bookings, sales or appointments

- Experience managing high volumes of inbound and outbound calls

- Experience using CRM systems and customer engagement platforms

- Healthcare, allied health, medical, retail or service industry experience (not mandatory)

- Strong telephone communication and relationship-building skills

Why Join Freedom Hearing?

- Make a genuine difference in people's lives every day

- Join a growing organisation with a strong reputation and loyal client base

- Competitive salary package

- Additional wellbeing days

- Ongoing training, coaching and career development

- Opportunities for internal progression and advancement

- Modern Pyrmont office with a supportive team culture

- Be recognised and rewarded for your contribution and success

Ready to Make an Impact?

If you're passionate about delivering exceptional customer experiences, enjoy helping people take action, and want to build a rewarding career with a company that genuinely changes lives, apply today.

Join Freedom Hearing and help more Australians experience the life-changing benefits of better hearing.

📌 Customer Care Agent (Pyrmont)
🏢 Freedom Hearing
📍 Pyrmont