Location: Tullamarine, Melbourne
Work Type: Full-Time
Industry: Customer Service / Contact Centre
The Role Reporting to the Customer Care Leader, you will be the first point of contact for incoming calls that are not answered by frontline teams. Based in the operations centre in Tullamarine, you will join a close-knit and supportive team within a national funeral services organisation, assisting Victorian -based customers during important and often sensitive life moments.
This is a phone-based role within a professional contact centre environment, working collaboratively with a broader national network. You will play a key role in ensuring every interaction is handled with care, clarity, and professionalism. The position requires strong emotional intelligence, maturity, and the ability to manage sensitive conversations while maintaining accuracy in a structured, process-driven setting.
Key Responsibilities
- Manage inbound calls relating to: Service notifications and coordination, Payment enquiries, Online access or link assistance
- Accurately enter and update information within CRM systems
- Respond to online and email enquiries
- Coordinate and allocate enquiries appropriately
- Provide calm, compassionate communication in delicate situations
- Liaise with internal teams to ensure seamless service delivery
- Maintain accurate reporting and documentation
- Outbound calls are limited and occur only where required.
- Full-time role
- Shifts rostered Monday to Friday between 7:00am – 7:00pm
- Additional hours may become available over time
About You
- Naturally empathetic with high emotional intelligence
- Resilient and able to manage sensitive conversations with composure
- Strong listener with clear and confident communication skills
- Comfortable gathering detailed information accurately
- Highly organised with strong attention to detail
- Tech savvy - confident using Microsoft Teams, Outlook and CRM systems
- Previous contact centre or customer service experience preferred
Apply now with your resume.
