▷ [Urgent Search] Customer Support Consultant - Funeral Services

4 weeks ago

City of Melbourne, Australia Southern Metropolitan Cemeteries Trust Full time

Overview

The Role: Join us as a Customer Support Consultant in Funeral Services, where you will play a pivotal role in ensuring the seamless coordination of burial, cremation, and funeral services across our cemetery locations. This is a full-time position where you will be the first point of contact for funeral directors and external stakeholders, providing exceptional customer service and support throughout the entire funeral process. This role requires a high level of empathy, excellent time management skills, and the ability to work both autonomously and as part of a team.

Responsibilities

- Welcome and assist external stakeholders, ensuring compassionate care and smooth service facilitation.
- Collaborate with funeral directors and the Customer Experience team to meet family needs.
- Oversee cemetery operations and maintain high standards of occupational health and safety.
- Oversee the smooth coordination of witness interment of cremated remains.
- Ensure smooth transactions and documentation processes for all funeral services.
- Support funeral directors in escorting hearses to designated locations.
- Address general public queries and escalate complaints where necessary.
- Create an extremely high standard of live streaming/recordings of services that are provided to families.

About You

- Exceptional communication and interpersonal skills, with experience in customer service.
- Ability to build and maintain strong relationships with a diverse range of stakeholders.
- Strong problem-solving skills and a knack for quick, effective resolutions.
- Flexibility and adaptability to work across multiple sites and shifts, including weekends.
- Strong organisational skills and the ability to manage multiple tasks efficiently.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Experience with public speaking or delivering presentations is a plus.
- A high level of empathy and the ability to understand and support clients during sensitive times.

We care for our colleagues and the community we serve. To protect one another it is a requirement that all successful candidates complete background checks.

If you have any access requirements which restrict you from fully participating in our recruitment process, please contact recruitment@smct.org.au so that we can discuss necessary adjustments.

For more information on Southern Metropolitan Cemeteries Trust, please visit our website: www.smct.org.au.

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