Who we are
Founded by Vu Tran, Andrew Barnes and Gopi Sara, OneMRI provides customers with convenient access to Whole-Body MRI scans across Australia. Backed by some of Australia’s leading venture funds, our mission is to enable early detection of curable illnesses by leveraging advances in medical imaging. For many of our customers, a conversation with our team is the first step toward a scan that catches something early enough to change the outcome.
About your role (and the difference you’ll make)
Every call you take could be the one that leads to an early detection. This role requires a professional, compassionate, and customer orientated individual with strong interpersonal skills. You will guide potential customers through our consenting process, ensuring they feel supported, informed, and confident in their decision to engage with our service.
While the focus is on nurturing inbound leads, outbound calls and re-engagement with potential customers already in our database will be required and form part of the competencies in this role.
What your day will look like
The Customer Success Consultant will hold responsibility for the following tasks, and these will make up a majority of the role for the successful candidate
Customer inbound and consults
Promptly respond to all inbound enquiries via phone, email, and digital channels.
Provide clear, professional, and compassionate information about OneMRI WB-MRI product and associated service.
Conduct thorough suitability assessments, discussing scan appropriateness, and client needs.
Accurately record all interactions, assessments, and client progress in the CRM system.
Complete outbound calls to re-engage leads within the database, following up on stalled enquiries or past customers.
Facilitate warm, professional handovers to other team members (such as Head of Customer Success) if a customer has complex questions, ensuring seamless continuity of engagement and positive outcomes.
Customer scan execution
Fulfilling customer scanning request by sending through necessary docs to make booking with clinic
Checking-in with customers who are booked for a scan on a pre-determined routine to ensure they are confirmed and will attend.
Collaboration & Professional Development
Work collaboratively with the Customer Success, Clinical, and Executive teams to ensure smooth client transitions and high-quality service delivery.
Participate in regular staff meetings, performance reviews, and professional development sessions.
Adhere to OneMRI’s Code of Conduct, fostering a respectful, supportive, and ethical workplace.
What we’re looking for
We're an early stage, high-performing team hiring for potential as much as experience. Here's the kind of person who tends to thrive here:
A natural communicator who gets energy from talking to people
Experience in spending up to 7 hours a day engaging with customers via phone, email and other
Comfortable with a structured pipeline follow-up rhythm and motivated by conversion
Outstanding communication skills, with the ability to build rapport, empathise, and maintain
Can navigate sensitive conversations with calm and empathy
High-level organisational skills, with proficiency with digital tools – or can learn fast
Ability to work autonomously and collaboratively within a fast-paced team environment