Customer Support Consultant Senior

1 week ago


Geelong, Victoria, Australia Southern Metropolitan Cemeteries Trust Full time

About Us

Southern Metropolitan Cemeteries Trust is a purpose-driven organisation that creates extraordinary experiences. We care for our shared heritage and bring together our love for the natural environment and care for one another to make a real difference. Our employees discover something new every day.

The Role

We are seeking a skilled and compassionate Contact Centre Team Member to join our dedicated team on a full-time basis. As part of our Customer Support team, you'll be at the forefront of creating a positive and empathetic experience for our customers. With ongoing training and development, you'll discover a rewarding culture built on shared values, a drive to do your best, and care for one another.

Your Key Responsibilities

  • Be the initial point of contact for families and other stakeholders, providing professional, empathetic, and respectful service.
  • Offer support and guidance for customer enquiries regarding products and services across our 11 cemeteries.
  • Manage customer enquiries with compassion and high-level emotional intelligence, navigating challenging conversations with care and professionalism.
  • Provide accurate and timely information related to general enquiries.
  • Work closely with internal and external stakeholders to meet the diverse needs of our customers.

Key Skills and Experience

  • A minimum of 2 years' experience in a contact centre environment, preferably in a role that involved handling sensitive calls.
  • Strong emotional intelligence, with the ability to remain calm, compassionate, and professional in difficult situations.
  • Exceptional customer service skills with an empathetic approach to supporting families during challenging times.
  • A proactive individual with excellent attention to detail, the ability to prioritise tasks.
  • Ability to make sound decisions in the best interest of the customer and the business.


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