Customer Care Consultant

2 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, and where your perspective is always valued. This is a world where we bring together our love for the natural environment and our care for one another to make a real difference. This is a world where you'll discover something new, every day.

As part of our Customer Experience 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.

The Role:

Reporting to our Team Leader - Sales and working with a dedicated team of Customer Care Consultants primarily at Springvale Botanical Cemetery, you will be the face of SMCT.

We're looking for compassionate individuals to join our team in max term 12-month contract. You'll provide guidance to families as they honour their loved ones, engaging face-to-face with customers to build meaningful relationships and drive sales opportunities. You'll benefit from ongoing training and development in a rewarding environment that values shared commitment, excellence, and mutual support. 

Responsibilities:

  • Act as a brand ambassador by modelling the SMCT values in every interaction with stakeholders, colleagues, customers and members of the general public.
  • Provide advice to clients on features, benefits and options available for the purchase of memorials, plaques, graves, mausoleum crypts and memorial book entries and finalise the sale.
  • Contribute to the performance of the Sales and Customer Care team by displaying a positive and enthusiastic attitude, showing support and meeting monthly targets and goals.
  • Respond to inbound telephone call enquiries and make outbound calls following up on general sales inquiries.
  • Welcome and greet all incoming visitors to the Customer Care building in a friendly, courteous and timely manner and direct all visitors to the appropriate SMCT employee within the surrounding meeting rooms.
  • Raise quotes, invoices, orders, deeds, cremation certificates and labels.

Your Profile:

  • Proven achievements in delivering exceptional customer service to clients and stakeholders.
  • Skilled in engaging with customers to understand their needs while maintaining compassion and empathy throughout the sales process.
  • Demonstrated ability to develop comprehensive knowledge of a wide range of products and services, clearly articulating their benefits.
  • Strong capability to communicate effectively and build relationships with a diverse range of customers and stakeholders.
  • Excellent verbal and written communication skills.
  • High accuracy and attention to detail in documentation, data entry, and reporting.
  • Proficient in Microsoft Office, including Word, Outlook, and Excel.

What's on offer?

  • Employee Health, Wellbeing and Assistance Programs, including free onsite Osteopath and regular health checks and initiatives.
  • Leadership and Development Programs.
  • No waiting period for unpaid parental leave and only 3 month waiting period for paid parental leave for full time and part time employees.
  • Supportive and people-focused culture at a purpose-driven organisation.
  • Discounts at our employee café and on-site florists.

SMCT is an equal opportunity employer, a Diversity Council Australia Member 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 to fully participate in our recruitment process, please contact recruitment@smct.org.au.

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

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