Join a local Bendigo organisation as a Customer Care Consultant

Position Overview
As a Customer Care Consultant, you will be the first point of contact for individuals reaching out by phone, email, mail, face-to-face, or online. This role is multifaceted.

Our client believes in delivering a compassionate and seamless service during one of life's most delicate moments. Our Customer Care team is at the heart of this mission, guiding families and funeral directors through the interment and memorialisation process. Our client honours its values, encourages continuous improvement, and prides themselves on creating an environment of respect and support for both customers and their team.

Key Responsibilities

• Manage a range of enquiries, providing clear, current, and accurate information to resolve issues at first contact.
  
• Process customer concerns, complaints, compliments, and ensure that your team leader is kept informed of any significant matters.
  
• Support remote sites as needed-both in-person and via phone.
  
  
  

• Make accurate bookings for burials, cremations, services, and functions in line with company policies.
  
• Engage directly with funeral directors to confirm service details, complete necessary documentation, and coordinate with Burial Operations.
  
• Facilitate memorial arrangements, including plaque quotes, financial transactions, and coordination with suppliers and contractors.
  
  
  

• Maintain a secure, friendly, and presentable reception area stocked with company brochures and essential materials.
  
• Process payments over the counter and assist with administrative tasks such as document management, scanning, filing, and routine correspondence.
  
  
  

• Ensure all customer transactions are accurately recorded in compliance with company operating procedures and relevant legislation.
  
• Assist with data input and electronic document management to maintain the integrity of our records.
  
  
  

• Actively participate in team meetings, self-assessments, training opportunities, and organisational initiatives.
  
• Adhere to safe work practices, support team workload management, and foster a collaborative environment.
  
• Maintain confidentiality at all times and support the upkeep of a clean, efficient workspace.
  

• Customer Care:
  
• Sales and Bookings:
  
• Reception and Administration:
  
• Record-Keeping and Reporting:
  
• Team Player and Continuous Improvement:
  

Requirements

• Demonstrated experience in customer service, sales, or a similar role. Experience in the funeral industry is an advantage, but not essential.
  
• Excellent written and verbal communication skills with the ability to manage sensitive enquiries tactfully.
  
• Proven ability to multitask-balancing telephone enquiries, data entry, and front desk management with precision.
  
• High level of accuracy in performing administrative and clerical duties.
  
  
  

• Must be comfortable using technology and performing essential office tasks such as data entry, electronic filing, and word processing.
  
• Ability to work independently with sound judgment while contributing as a collaborative team member.
  
  
  

• Possession of a current Victorian Driver's Licence with a clean driving record and willingness to travel to remote sites as required.
  
• Ability to wear corporate attire and personal protective equipment provided by the company.
  
• Availability to occasionally work "after hours" for planned events and service delivery.
  
• Willingness to undergo a national criminal history check or working with children check, where applicable.
  

• Experience & Skills:
  
• Technical & Operational:
  
• Mobility & Practical Requirements:
  

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.