Customer Care Coordinator (Funerals)

About the role

Mayday Recruitment is recruiting Customer Care Coordinators for one of Australia's largest funeral service providers in Rhodes. The role is the first point of contact for families after the death of a loved one, offering reassurance, gathering information and guiding families through the early stages of their journey with care and dignity. No call centre, corporate or funeral industry experience is required; full training is provided.

Key responsibilities

• Answer inbound calls from grieving families with empathy, patience and professionalism.
• Listen carefully, ask sensitive questions and gather accurate, detailed information during difficult conversations.
• Coordinate next steps, including passing essential information to funeral arrangers and internal teams.
• Maintain accurate records across multiple systems.
• Manage competing priorities and escalate concerns to the right team member when needed.
• Work collaboratively with colleagues and leaders, supporting a team where members can debrief and seek guidance.

Required profile

• Natural people person with strong interpersonal skills and emotional maturity.
• Ability to stay calm and professional in challenging situations; empathy and patience are essential.
• Previous experience in customer service, retail, hospitality, healthcare, administration, aged care, counselling or community services is highly regarded.
• Willingness to learn and to build a career in a professional corporate environment.

Required skills

• Excellent people skills and the ability to build rapport with people from all backgrounds.
• Confident, clear communication and active listening.
• Attention to detail and organisation.
• Adaptability and comfort with learning new systems.