Customer Support Consultant (Contact Centre)

Job Description

Join to apply for the Customer Support Consultant (Contact Centre) role at Southern Metropolitan Cemeteries Trust . 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 Support 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 Opportunity We are seeking a compassionate and skilled Customer Support Consultant to join our dedicated Contact Centre team. This is not your typical contact centre role - you will be the initial touchpoint for families navigating one of life's most sensitive times. You will play a pivotal role in guiding families through preplanning and at-need enquiries, offering crucial support and information during emotionally challenging circumstances. Reporting to the Team Leader-Contact Centre, this full-time position operates on a seven-day rotating roster. Key Responsibilities Be the initial point of contact for families, and other stakeholders, providing professional, empathetic, and respectful service. Offer support and guidance for customer enquiries regarding products and services across our 11 cemeteries, including grave locations, promotional enquiries, and more. Manage customer enquiries with compassion and high-level emotional intelligence, navigating challenging conversations with care and professionalism. Provide accurate and timely information related to general enquiries, including specific requests for memorial services, Australian War Graves, and general cemetery services. Support the team in handling an average of 4-5k calls per month, maintaining attention to detail and ensuring high-quality customer interactions. Work closely with internal and external stakeholders to meet the diverse needs of our customers. Continuously update knowledge about products, services, and policies to provide the best customer support. Key Skills and Experience A minimum of 2 years' experience in a contact centre environment, preferably in a role that involved handling sensitive calls. Strong emotional intelligence, with the ability to remain calm, compassionate, and professional in difficult situations. Exceptional customer service skills with an empathetic approach to supporting families during challenging times. A proactive individual with excellent attention to detail, the ability to prioritise tasks. Ability to make sound decisions in the best interest of the customer and the business. Highly adaptable, tech-savvy, and able to learn and use new systems and processes quickly. Professional presentation and punctuality are essential to this role. A genuine commitment to career growth within a contact centre environment. Our employee benefits include: Monthly RDO's. 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. SMCT is an equal opportunity employer, a Diversity Council Australia Member and is 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 so that we can discuss necessary adjustments. For more information on Southern Metropolitan Cemeteries Trust, please visit our website: . Seniority level Mid-Senior level Employment type Part-time Job function Customer Service Industries Consumer Services #J-18808-Ljbffr