As a Customer Support Executive at Act of Love Pte Ltd, you will be the primary point of contact for families and clients seeking our services. Your role will involve providing compassionate and professional support, guiding clients through funeral arrangements, and ensuring their needs are met with care and respect during difficult times. You will handle administrative tasks and assist with operational aspects to ensure smooth delivery of services.
Key Responsibilities
- Client Support: Attend to client inquiries via phone, email, and in person with empathy and professionalism.
- Funeral Arrangements: Assist families in planning funeral services, including explaining options for embalming, cremation, burial, and other related services.
- Administrative Duties: Maintain accurate records of client interactions, funeral arrangements, and payment details.
- Documentation: Help clients complete necessary paperwork and ensure compliance with regulations and internal policies.
- Coordination: Liaise with internal teams, such as operations and logistics, to ensure timely and smooth execution of funeral services.
- Service Excellence: Provide exceptional customer service and ensure that clients' needs are met throughout the entire process.
- Crisis Management: Respond promptly and calmly to any issues or concerns raised by clients, offering appropriate solutions.
- Follow-up: Maintain communication with clients post-service to provide any additional support as needed.
Qualifications & Skills
- Minimum Education: N-Level or equivalent.
- Communication Skills: Strong verbal and written communication skills in English and other languages (a plus).
- Empathy: Ability to engage with clients in a compassionate, respectful, and patient manner.
- Organization: Strong organizational skills with the ability to handle multiple tasks efficiently.
- Customer Service: Experience in customer service is preferred, with the ability to manage client relations with sensitivity.
- Team Player: Ability to work well within a team environment and collaborate effectively with other departments.
- Attention to Detail: Ensure all arrangements and documentation are handled accurately and promptly.
- Basic IT Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to use scheduling and CRM software.
Additional Requirements
- Availability to work on weekends and public holidays as required.
- A calm demeanor and emotional resilience to handle sensitive and difficult situations.
- Willingness to attend to clients' needs at various locations, including funeral homes and cemeteries.
What We Offer
- A supportive and respectful work environment.
- Opportunities for professional growth and development.
- Competitive remuneration package with benefits.
