Suwaibah Abdul Malik

As part of the Retail team, the role of the Client Service Officer (CSO) is to provide excellent customer service
to clients as their first point of contact when coming into the branch. The CSO will work closely with hearing
impaired clients to provide the best possible service.
In addition, the CSO is required to contribute towards performance targets with the sale of hearing care
products and support the provision of hearing services.

• Provide exceptional customer service to current and prospective clients.
• Established trustful relationships with customers through effective communication skills.
• Provided general administrative support including filing documents, scheduling appointments.
• Answered customer inquiries via telephone, email and face-to-face contact.
• Book appointments for prospective and current clients and optimise the clinicians roster.
• Provide appointment confirmation to clients.
• Assess clients entitlement to government funding assistance.
• Encourage clients to take appropriate action to improve their hearing.
• Resolved customer issues in an efficient and timely manner. For example Undertaking minor repairs and basic servicing of a client’s hearing devices.
• Take pride in the presentation of the clinic and ensure standards are maintained.
• Adhere to ATRT (All The Right Things) principles throughout daily tasks.
• Prepare and update client files/records a timely and accurate manner.
• Process sales and service orders in a timely manner.
• Manage stationery and office consumables.
• Handle petty cash, including reconciliation.
• Complete daily banking and bank reconciliation’s.
• Order stock, monitor stock levels and conduct regular stock counts.
• Follow up unpaid client accounts in a timely manner.
• Compliance with Office of Hearing Services administration requirements.
• A proven ability to administer third party claiming structures.
• Merchandising and general appearance of branch including vacuuming, dusting, and cleaning bathroom
  facilities where applicable to a defined schedule.
• Open and close of office including arming and disarming alarms.
• Maximise opportunities to generate new appointments from existing client database.
• Follow up existing clients to ensure renewal of Batteries & Maintenance Program.
• Actively support and implement the Wellness Program on a daily basis.
• Produce GP Reports to enhance relationships with local medical practitioners.
• Foster positive relationships with local organisations and community groups.
• Contribute to and support marketing campaigns.

• Deliver extremely high standards of customer service.
• Attending to customer needs; dealing with any queries, complaints, refunds and exchanges.
• Answering a busy phoneline; Booking on Field calls and making appointments for customer. Also attending to voice messages and returning missed calls by the end of the day.
• Complete applications and gathering paperwork accurately; Gathering all the required documents from customers, making sure all paperwork is filed in place or disposed of properly.
• Maximise profit and achieve targets; Upselling and the ability to achieve & exceed sale targets.
• Maintaining store displays & ensuring the showroom is organised accordingly and making sure that it is kept neat and tidy.
• Passionate, highly motivated and an excellent team member.
• Excellent computer literacy.
• Payment Processing; Handling cash on hand, processing sale transactions either by cash or card (EFTPOS or over the phone ect.) and handling end of day banking.
• Providing advice and information on products.
• Approaching and greeting customer as they enter the store; Assisting the customers to help find the products they are looking for as well as giving them advice and guidance.
• Promoting new products and sales.
• Handle stock control.
• Always maintained a clean and safe working environment.

• Deliver very high standards of customer service.
• Attending to customer needs; dealing with any queries, complaints, refunds and exchanges.
• Approaching and greeting customer as they enter the store; Assisting the customers to help find the products they are looking for as well as giving them advice and guidance.
• Promoting new products and sales.
• Organising and maintaining the store; rearranging the merchandise to showcase new arrivals and to display sales.
• Making sure daily targets are met.
• Handle stock control.
• Always maintained a clean and safe working environment.
• Co-operating and working well with other staff members.