Our Client is seeking an experienced Customer Care Consultant for their office based in Springvale. This is a fantastic opportunity to join a people focused organisation. The successful candidate will need excellent relationship building skills and be able to show empathy and compassion as each situation is unique.
Being able to gently guide the clients, being highly understanding and patient with their needs. We are seeking reliable candidates who are team focused in nature who can provide evidence of a stable working history. Bi- lingual (Cantonese/Mandarin) speaking candidates will be highly regarded Reporting to the Customer Care Team Leader, the purpose of the Customer Care Consultant is to contribute to the achievement of the organisation's objectives and continuously improve in relation to effectively engaging with and providing a professional first point of contact to all customers and stakeholders as part of our customer centricity model.
This is a full time permanent role to commence ASAP with standard business hours Monday- Friday 9am- 5pm however some flexibility is required on weekends depending on business requirements with a competitive salary on offer 1. Customer Care & Administration- Specific Functions/Responsibilities Act as a brand ambassador by modelling our client's 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. Assist the general public and funeral directors in respect to locations, general queries and complaints.
Welcome and greet all incoming visitors to the Customer Care building in a friendly, courteous and timely manner. Direct all visitors to the appropriate employees within the surrounding meeting rooms. Assist when required, with collection of cremated remains, cancellation of memorials and handle other matters with respect to cremated remains.
Raise quotes, invoices, orders, deeds, cremation certificates and labels. Meticulously update the computer records Ensure that all customer and stakeholder feedback is recorded to support our continuous improvement and customer centric culture. Process and respond to client related mail/emails in a timely manner Distribute correspondence via internal mailing system.
Perform additional projects and/or tasks as allocated. Other duties as directed. 2.
External Relationships: Client families, Funeral Directors, Community Groups, Local Government and Members of the General Public. 2. Key Competencies Essential Demonstrated achievements in providing cu....