Who are we:
You may have heard of us – Ashley and Martin (that’s right, the hair people). We have been around for almost 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.
Our patients trust us with something deeply personal — and that trust, when managed well, drives both life-changing outcomes and strong commercial performance.
We are looking for someone who understands that service and sales are not separate — they are connected.
This role suits a commercially minded Customer Service Specialist who enjoys building relationships, influencing outcomes, and taking accountability for results — while maintaining strong operational discipline.
About the Role
This is a full-time on-site role (76 hours per fortnight, Tuesday to Saturday) combining sales, structured clinic administration with patient servicing and subsequent enrolment conversations.
Initially, your focus is on:
- Managing existing patients throughout their treatment journey
- Conducting check-ups and progress photo reviews
- Proactively facilitating subsequent treatment enrolments
- Driving patient retention and follow-up outcomes
- Contributing directly to clinic revenue performance
This is not a passive servicing role. You are responsible for engagement, follow-through and influencing continuation decisions. Your ability to build trust and confidently guide commercial conversations will directly impact clinic performance — and your own progression, which over time will involve sales.
What You’ll Be Responsible For
Patient Engagement & Retention
- Build strong, long-term patient relationships
- Monitor progress and confidently discuss next-stage treatment plans
- Proactively follow up to secure re-enrolments
- Take ownership of retention and conversion outcomes
- Maintain high patient satisfaction while driving commercial results
Clinic Operations & Administration
- Manage CRM, patient records and documentation accurately
- Process payments and reconcile daily takings
- Coordinate appointments and reception enquiries
- Ensure compliance with internal processes and confidentiality standards
- Manage stock and day-to-day clinic operations
Strong administration underpins strong sales performance. Attention to detail matters.
Performance & Accountability
- Take ownership of follow-up metrics and enrolment outcomes
- Contribute to total clinic performance, not just individual tasks
- Work closely with the clinic team and GPs to optimise patient journeys
