Customer Care Representative

3 weeks ago

Adelaide, South Australia Demant Polska Full time

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Who is Audika?
Audika is part of Demant, a world-leading hearing healthcare group that offers innovative solutions to help people with hearing loss. With over 22,000 employees globally and a presence in more than 130 countries, we're committed to improving lives through better hearing. In Australia, Audika operates over 350 clinics, delivering high-quality care to thousands of clients every day.

What You'll Be Doing:

The Opportunity – Bring Your Contact Centre Experience to Life
We're looking for experienced contact centre professionals to join our high-performing Customer Care team in Adelaide. If you're passionate about meaningful conversations, thrive in a contact centre environment, and want to make a real difference in people's lives, this role is for you.

As a Customer Care Representative, you'll be the first point of contact for clients across Australia and New Zealand. You'll use your proven contact centre skills to engage with new and existing clients, support clinic operations, and deliver exceptional customer service with every interaction.

Your day-to-day responsibilities will include:

  • Making outbound calls as part of promotional campaigns (e.g. hearing tests, hearing aid trials, adjustments)
  • Handling a high volume of inbound calls from clients with empathy, accuracy, and professionalism
  • Booking and managing clinic appointments using our CRM and internal systems
  • Following up on leads generated from direct marketing and rebooking lapsed clients
  • Accurately updating client records and ensuring all information is documented
  • Meeting and exceeding contact centre KPIs (calls per hour, bookings, quality scores)
What We're Looking For:

We strongly welcome applicants with previous contact centre or phone-based experience, ideally from healthcare, insurance, financial services, telecommunications, or similar sectors.

The ideal candidate will:

  • Be an excellent communicator who can adapt their style to each client's needs
  • Have strong experience working in fast-paced, target-driven contact centre environments
  • Be highly proficient with CRM platforms and confident navigating multiple systems
  • Demonstrate strong organisational skills and attention to detail
  • Thrive in a team-focused, customer-first culture
  • Be motivated by KPIs and take pride in achieving individual and team goals
What You'll Get in Return:
  • A structured onboarding and training program with ongoing coaching
  • Monthly and quarterly incentives based on performance
  • A collaborative, inclusive, and fun workplace culture
  • Access to MyRewards – exclusive discounts and wellness benefits
  • Career growth opportunities within a purpose-led global organisation
Our Values:

At Audika, we:

  • Create trust through care and accountability
  • Work as a team, supporting each other's success
  • Embrace a can-do attitude and a passion for service
  • Drive innovation to improve client outcomes

Make a Difference with Every Call
Join us in transforming lives through hearing care—starting with the power of your voice on the other end of the line.

#LI-ALOB #LI-HYBRID #audika_Australia

About Audika Group

The Audika Group is the hearing care division of Demant and we are one of the world's leading hearing care retailers with more than 3,500 clinics in 25 markets. If you join our team, you are guaranteed an inspiring and motivating working environment in a highly international environment. You will work with a variety of different countries, cultures and perspectives, in close collaboration with amazing and committed colleagues.

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