Customer Service Specialist (West Perth)

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. About the Role This is a full time on-site role (76 hours per fortnight) 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 Desired skills & experience
- 1-2 years of experience in a sales or customer service role is essential.
- Experience converting existing customers or upselling within a service environment will be viewed favourably.
- Strong customer-facing experience (retail, health, hospitality, consultative sales or admin).
- Confidence discussing outcomes, value and next steps.
- Natural ability to build rapport and guide decisions.
- Comfort being measured on follow-up and enrolment performance.
- Strong organisational and systems capability.
- A growth mindset and interest in long-term progression.
- 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 strong work ethic.
- A passion for helping people and improving their lives. Apply on Kit Job: kitjobau.com/job/3qqisy