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 Service 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: This role delivers advanced customer care and consultative sales as part of SMCT’s customer centric service model. As a key point of contact for families and funeral directors, you will provide expert advice on memorial options while ensuring every interaction is handled with professionalism, empathy and care. In this role you will: Provide consultative advice on memorial products including plaques, graves and mausoleum crypts Guide customers through the full sales journey from enquiry through to documentation and finalisation Manage a broad range of customer enquiries independently, including moderately complex cases Support families through sensitive interactions with empathy and professionalism Prepare accurate documentation including quotes, invoices, deeds and orders Maintain precise CRM and ERP records ensuring compliance and strong audit trails Build trusted relationships with families, funeral directors and internal stakeholders Support onboarding and knowledge sharing within the team while identifying opportunities for service improvement Your Profile: You are a confident customer professional who combines strong sales capability with empathy and care. Comfortable managing complex enquiries, you bring sound judgement, excellent communication skills and a strong commitment to high quality service. In addition, you will: Demonstrate experience working in consultative sales or complex customer service environments Manage a broad range of enquiries independently while applying sound judgement on when to escalate Communicate clearly and professionally, including during sensitive or emotional conversations Build strong relationships with customers, funeral directors and internal stakeholders Maintain high levels of accuracy when preparing documentation and updating CRM or ERP systems Stay organised and manage multiple priorities in a fast paced environment Use CRM systems and Microsoft Office confidently to manage enquiries and documentation Contribute to a collaborative team culture by sharing knowledge and supporting continuous improvement What’s on Offer: We offer a fulfilling career with exceptional personal and professional growth opportunities, along with a comprehensive range of benefits: Access to Leadership and Development Programs to foster professional growth and advancement. Employee Health, Wellbeing and Assistance Programs including complimentary onsite physio services. 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. Discounts available at our employee café and onsite florists. Don’t meet every requirement? We still encourage you to apply – your unique strengths might be just what we need. 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 recruitment@smct.org.au so that we can discuss necessary adjustments. We're reviewing applications as they come in and may remove this ad early once the position is filled, so we encourage you to apply as soon as possible. For more information on Southern Metropolitan Cemeteries Trust, please visit our website: www.smct.org.au. SMCT is an equal opportunity employer and a Diversity Council Australia Member.
