Customer Care Specialist

About InvoCare

InvoCare is a leading provider of funeral, memorial, and cremation services across Australia, New Zealand, and Singapore. Our mission is to provide compassionate, high-quality support to families during some of life's most difficult moments. We also operate pet cremation services and private memorial parks.

Our National Customer Care Centre is the first point of contact for families in need, providing care, support, and assistance. As a Customer Care Specialist, you will be a vital member of our team, providing phone-based, empathetic, and professional support to families during their times of grief.

About the Role

This role is more than just a job-it's an opportunity to make a meaningful difference by supporting families during challenging times. As a Customer Care Specialist, you will be the first point of contact for families reaching out to InvoCare. Your primary responsibility will be to provide empathetic and clear communication over the phone, addressing inquiries and providing timely assistance.

Your responsibilities will include:

• Handling inbound calls from families inquiring about funeral arrangements, cremation, memorial services, and bereavement support.
• Providing clear, compassionate, and accurate information over the phone regarding InvoCare's services and offerings.
• Managing customer escalations with professionalism, ensuring concerns are resolved effectively and families feel heard and supported.
• Documenting customer interactions in the system and ensuring accurate records of inquiries, requests, and resolutions.
• Representing InvoCare's values of compassion and care in every interaction, delivering exceptional service during highly emotional times.

What You'll Be Supporting

As a Customer Care Specialist, you'll assist families with:

• Funeral Arrangements: Helping families make decisions regarding funeral and memorial services over the phone.
• Bereavement Support: Offering a compassionate ear to families and providing emotional support during difficult times.
• Service Information: Explaining available options for cremation, burial, and memorial services.
• Customer Escalations: Addressing concerns, complaints, or complex queries to ensure a positive resolution.

This role requires emotional resilience, as you will often deal with grief and highly sensitive conversations. Your role will be instrumental in offering families support and comfort during one of their most challenging times.

Who We're Looking For

The ideal candidate will have the following attributes and skills:

• Empathy and Compassion: The ability to connect with customers during sensitive and emotional situations.
• Excellent Phone Communication Skills: Clear, compassionate, and professional communication over the phone, especially during high-stress and emotional calls.
• Customer Service Excellence: A commitment to delivering the highest level of service, particularly in emotionally charged environments.
• Emotional Resilience: The capacity to handle difficult conversations while maintaining composure and professionalism.
• Problem-Solving: The ability to quickly and effectively address customer issues or concerns, ensuring families feel supported.
• Adaptability: Comfort with handling a range of customer needs and requests across multiple services, as well as the flexibility to work across different shifts as required.

What We Offer

At InvoCare, we offer more than just a job-we offer a meaningful career with opportunities for growth and development. Our new office in Rhodes provides a collaborative, supportive environment where you'll work alongside a dedicated team.

You'll also benefit from:

• Ongoing training and support to enhance your phone-based customer service and emotional resilience skills.
• A workplace culture that values respect, diversity, and inclusion.
• The chance to make a tangible impact on families and communities in their time of need.

Why This Role Matters

This role is perfect for someone who is compassionate, thrives in a phone-based environment, and understands the importance of providing exceptional customer care in emotionally challenging circumstances. If you want to help families during difficult times and leave a positive legacy, this is the role for you.

Key questions to consider in your application:

• How do you ensure a positive customer experience in emotionally difficult situations?
• What does excellent phone-based customer service mean to you?
• How do you handle stressful or emotionally charged phone calls?

Why Join InvoCare?

We offer more than just a job; we offer a meaningful career with opportunities for growth and development. Join us in making a difference in the lives of our customers and their families.

Location: We are excited to be based in our new offices in Rhodes. This role requires you to work in the office, where you'll be surrounded by a collaborative team environment.

At InvoCare, we are committed to building a respectful, diverse, and inclusive workplace that reflects the communities we serve. We encourage applications from people of all ages, nationalities, abilities, and cultures.