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 important 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
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 robust reputation and loyal client base
Competitive salary package
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
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📌 Customer Care Agent (Sydney)
🏢 Freedom Hearing
📍 Sydney