Who are we:

You may have heard of us – Ashley and Martin (that’s right, the hair people). We have been around for more than 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.

Reporting to: Clinic Support Lead

The Role
Contact and book new customer appointments and ensure maximum attendance in accordance with the key objectives of Ashley & Martin.
Provide customer service to new and existing customers, undertake administrative tasks, and work closely with the Clinic Support Trichologist Team Lead.

Duties: Customer Contact
• Manage outbound and inbound calls.
• Booking customer appointments.
• Confirm customer bookings and follow ups.
• Responding to customer phone, email & SMS enquiries to secure appointments.
• Respond to customer questions for feedback or assistance.
• Handle all customer contact with professionalism, empathy and efficiency.

Duties: Administrative & General
• Manage customer opportunities through Zenoti.
• Document customer interactions and maintain detailed records in Zenoti
• Collaborate with team members and departments to address customer enquiries and maximise bookings.
• Submitting of Daily, Weekly and Monthly reports (and on request from Management).
• Ensure Ashley & Martin’s Policies and Procedures are followed or advise Head Office of occurrences where procedures are not being followed.
• During the course of daily duties be aware of areas to develop efficiencies or improve customer service and report any matters recognised to Administration Manager and/or Head Office.

Direct Working Relationships
• Patients and customers
• Ashley & Martin staff at own base Clinic and other Clinics.

Criteria/Experience
• At least 2 years prior call centre experience is required.
• Developed skills in usage of Microsoft Office suite of programs is required.
• Proven developed skills in usage of common call centre software.