Customer Care Specialist

24 hours ago

Holland Park West, Queensland, Australia InvoCare Australia Pty Limited Full time $50,000 - $80,000 per year

Support Families When It Matters Most - Customer Care Specialist, Brisbane (7:00 AM - 7:00 PM)

Location: Holland Park, Brisbane

Work Type: Full Time/Part Time, Rotating Roster (24/7)

Industry: Funeral Services / Customer Service / Contact Centre

Make a Difference Every Day

Are you passionate about helping others and making a real impact in people's lives? Join our dedicated Customer Care Hub, where empathy, professionalism, and teamwork are at the heart of everything we do.

About the Role

As a Customer Care Specialist, you'll be the first point of contact for families experiencing loss or anticipating a bereavement. You'll manage inbound and outbound calls, emails, and web enquiries, providing support with dignity, care, and accuracy. This is a frontline role in our 24/7 contact centre, requiring the highest level of empathy and professionalism.

What You'll Do

  • Support families with compassion and sensitivity during emotionally difficult times.
  • Manage first calls, ensuring every family receives seamless, accurate, and caring service.
  • Accurately capture and document information to support downstream service delivery.
  • Handle escalated calls and complex situations with sound judgment and emotional intelligence.
  • Collaborate with Funeral Directors, Regional Managers, and internal teams to coordinate services.
  • Contribute to a positive team culture and continuous improvement.

What We're Looking For

  • Genuine compassion and empathy for families in need.
  • Resilience and maturity to handle sensitive situations with professionalism.
  • Exceptional communication skills-both written and verbal.
  • Strong organisational skills and attention to detail with tech expertise.
  • Ability to work a 24/7 rotating roster, including nights, weekends, and public holidays.
  • Previous experience in customer service/contact centre, ideally in a sensitive or grief-related context.
  • Proficiency with CRM systems and contact centre technologies (desirable).

Why Join Us?

  • Be part of a purpose-driven team making a meaningful difference.
  • Comprehensive training and ongoing support.
  • Opportunities for career growth and development.
  • Work in a supportive, collaborative, and values-driven environment.
  • Competitive salary and benefits.

Our Values

We live by our CARES values:

Collaboration, Accountability, Responsiveness, Excellence, and Safety.

Ready to Apply?

If you're ready to bring empathy, professionalism, and care to families when they need it most, we'd love to hear from you.

Apply now with your resume and a brief cover letter outlining why you're the perfect fit for this role.

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