Client Service Officer

Who is Audika?

Audika is part of Demant, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss. Worldwide the group employs more than 22,000 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries.

In Australia, Audika has over 250 clinics who provide hearing services to our valued clients.  We strive to put hearing care on the health care agenda and to improve the quality of life of people living with hearing loss.

We are looking for a passionate customer service individual, who love to help people, to be Clinic Co-Ordinators supporting our Audika Hearing clinic in Ballarat on permanent full-time basis (Mon-Friday, 9am-5pm, no weekends)! If you are interested in helping our clients improve their hearing and quality of life, keep on reading! This is the role for you.

About the role:

Client Services Officer role is a pivotal role in each clinic that contributes to clinic performance and enhances our customers’ experience. We are looking for a compassionate, process oriented and purpose-driven individual whose outstanding organisational  and customer service skills will help more people get access to better hearing.

You will collaborate with Clinicians and Hearing Technicians (where applicable) to provide quality hearing health care outcomes for all our clients.

You will learn about all our products, services, our competitive advantages, and government funding programs. With all these knowledge, skills, and tools you will expertly apply tailored client-specific sales strategies ensuring they get best possible solutions. 

Job Responsibilities:

• Oversee daily clinic operations: maintain a tidy, welcoming environment, greet clients, and deliver an exceptional experience.
• Manage client appointments via phone, email, and the booking system, confidently navigating multiple systems and applications.
• Provide basic hearing-device support, including cleaning, battery replacement, and Bluetooth pairing (training provided).
• Contribute to community engagement, including site visits, promotional activities, and expos.
• Maintain inventory and ordering of hearing devices; process invoices and POS transactions; verify client eligibility (HSP, DVA, private health insurance).
• Engage clients with empathy and warmth, responding promptly to enquiries and offering proactive support.
• Work effectively in a small team; independently manage the front desk while supporting customers, clinicians, hearing technicians, and other internal stakeholders.

What's in it for you:

• Working in an established global organisation
• Performance incentives
• Supportive hearing care team
• Professional development through clear career path and professional training
• MyRewards program – a program that offers discounts to more than 300 retailers and services across Australia
• Online Wellbeing centre – a platform offering activities, workouts, meditations, nutritional and financial advice – everything you need to live a healthier and happier life
• Employee Assistance Program
• Birthday and Christmas gifts

You'll be successful in this role if you have:

• Previous administration and/or customer service experience in one of the following environments: retail, hearing care services, pharmacy, or allied health
• Experience working with an older demographic, preferred
• Strong interpersonal communication skills and empathy for clients to support their hearing journey
• Strong computer skills are an advantage, but not essential - we welcome applicants willing to learn
• Flexibility is important in this role, including the ability to pick up additional shifts at short notice to cover planned and unplanned leave

Values & Hiring Process

Audika is proud to have a diverse and inclusive culture that acknowledges and respects our employees.

We are a team of professionals who bring the importance of sound to life and connect our clients through our hearing products.

We believe that it all starts from our employees, who make this happen. We are led by our values, which shape a supportive and encouraging culture where everyone can thrive and succeed.

We create trust! We are Team-players! We create innovative solutions! We apply a can-do attitude in everything we do.

Recruitment process

Our recruitment process is designed to help you get to know us - and for us to learn more about you.

It includes four key steps:

• **Application Review –**Our Talent Acquisition team carefully reviews each application against the role criteria personally.
• Online Interview with our Talent Acquisition Partner – an initial virtual meeting to discuss your experience, career goals and complete a 10-minute online computer assessment.
• In-Clinic/Online Interview with the Hiring Manager & Trainer – an opportunity to meet in person or online with the Manager & Trainer and explore the role in more detail.
• In-Clinic Job Shadowing Session – you’ll have the opportunity to shadow our  clinical team and observe the day-to-day responsibilities firsthand.

We aim to make the process as engaging and transparent as possible. We provide timely updates during the recruitment process and encourage you to reach out to the Talent Acquisition partner for any updates or questions, successful or not.