Customer Support Consultant

3 weeks ago

Springvale, Australia Southern Metropolitan Cemeteries Trust Full time

About Us:

We create extraordinary experiences, we create memories, we take care of our shared heritage. This means careers where we have to innovate and always push for better. This is a world where we bring together our love for the natural environment and our care for one another. This is where you'll discover something new, every day.  

The Role:

With part time and full time roles available, 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. 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.
  • 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.
  • Ensure all IT and AV equipment is functional and coordinate with the IT department for any issues.

About You - We Are Looking for Someone With:

  • 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.

Working With Us:

We offer a career beyond your expectations with personal and professional growth opportunities, along with a comprehensive range of benefits:

  • Access to Leadership and Development Programs to foster professional growth and advancement.
  • Employee Health, Wellbeing and Assistance Programs including complimentary onsite osteopath services.
  • A supportive and people-centric culture within a purpose-driven organisation.
  • Flexible working arrangements.
  • Immediate access to unpaid parental leave and a short waiting period of only three months for paid parental leave, applicable to both full-time and part-time employees.
  • The opportunity to purchase additional annual leave.
  • Discounts available at our employee café and onsite florists.

SMCT is an equal opportunity employer, a Diversity Council Australia Member, a member of the Australian Disability Network and are proudly endorsed by WORK180, in our ongoing commitment to raising workplace standards for all.

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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