Customer Care Centre Co-ordinator

About Us:

InvoCare is a leading provider of Funeral, Cemetery, Crematoria, and Pet Cremation services, dedicated to serving families with compassion and respect. We pride ourselves on offering a supportive and dignified experience during their most difficult times. We are seeking a bilingual Customer Service Officer to join our team and provide exceptional support to our Mandarin-speaking families.

The Opportunity:

You will be the first point of contact for families, acting as a crucial liaison between them and our business divisions. This is a full-time, on-site role that requires you to be fluent in both written and spoken Mandarin. Your primary objective will be to provide compassionate and professional guidance to families, ensuring their needs are understood and addressed with the utmost care. You will play a key role in building and maintaining strong, trusting relationships with our customers.

Key Responsibilities:

• Serve as the primary point of contact for all Mandarin-speaking customer inquiries, both over the phone and via written communication.
• Provide empathetic and professional support to families, answering questions and guiding them through our services with clarity and respect.
• Liaise with internal teams across our funerals, cemetery & crematoria, and pet cremations divisions to ensure seamless communication and service delivery.
• Manage and resolve customer issues and concerns efficiently and with discretion.
• Maintain accurate and detailed records of all customer interactions in our systems.
• Act as a cultural bridge, ensuring our services are delivered in a way that is sensitive and respectful to Mandarin-speaking communities.
• Skills and Experience Required:

Fluency in both written and spoken Mandarin is essential.

• Previous experience in a customer service or call centre environment.
• Exceptional communication and interpersonal skills, with a patient and empathetic approach.
• Strong problem-solving abilities and a proactive mindset.
• High level of organisation and attention to detail.
• Proficiency with Microsoft Office and customer management systems.

Why Join Us?

This is a unique opportunity to use your language skills to make a profound difference in the lives of others. You will be part of a compassionate and dedicated team, contributing to a service that is essential to our community. We offer a supportive and professional work environment where you can grow your career and contribute to a company with a meaningful purpose.