Description Customer Care Centre Specialist - Mandarin/Cantonese Speaking Assist our Chinese community Permanent opportunity based in Rhodes Collaborate daily with your team – we work five days in the office About InvoCare InvoCare is a leading provider of funeral, memorial, and cremation services across Australia, New Zealand, and Singapore. Our mission is to provide compassionate, high-quality support to families during some of life's most difficult moments. Our National Customer Care Centre is the first point of contact for families in need, providing care, support, and assistance. As a Customer Care Specialist, you will be a vital member of our team, supporting our Chinese community utilising your Mandarin/Cantonese speaking skills with phone-based, empathetic, and professional support to families during their times of grief. About the Role Your primary responsibility will be to provide empathetic and clear Mandarin/Cantonese communication over the phone, addressing inquiries and providing timely assistance. Your responsibilities will include: Handling inbound calls from families inquiring about funeral arrangements, cremation, memorial services, and bereavement support. Assisting with emergency situations, including urgent requests or changes to service arrangements, ensuring families receive prompt support. Managing customer escalations with professionalism, ensuring concerns are resolved effectively and families feel heard and supported. Documenting customer interactions in the system and ensuring accurate records of inquiries, requests, and resolutions. What You'll Be Supporting As a Customer Care Specialist, you'll assist families with: Funeral Arrangements: Helping families make decisions regarding funeral and memorial services over the phone. Bereavement Support: Offering a compassionate ear to families and providing emotional support during difficult times. Service Information: Explaining available options for cremation, burial, and memorial services. Emergency Situations: Responding promptly to urgent requests and sensitive situations with care and professionalism. Customer Escalations: Addressing concerns, complaints, or complex queries to ensure a positive resolution. This role requires emotional resilience, as you will often deal with grief and highly sensitive conversations. Your role will be instrumental in offering families support and comfort during one of their most challenging times. Who We're Looking For The ideal candidate will have the following attributes and skills: Fluent in speaking in Mandarin/Cantonese Excellent Phone Communication Skills: Clear, compassionate, and professional communication over the phone, especially during high-stress and emotional calls. Customer Service Excellence: A commitment to delivering the highest level of service, particularly in emotionally charged environments. Emotional Resilience: The capacity to handle difficult conversations while maintaining composure and professionalism. Problem-Solving: The ability to quickly and effectively address customer issues or concerns, ensuring families feel supported. Adaptability: Comfort with handling a range of customer needs and requests across multiple services, as well as the flexibility to work across different shifts as required. What We Offer We offer more than just a job - we offer a meaningful career with opportunities for growth and development. Our new office in Rhodes provides a collaborative, supportive environment where you'll work alongside a dedicated team. You'll also benefit from: Ongoing training and support to enhance your phone-based customer service and emotional resilience skills. A workplace culture that values respect, diversity, and inclusion. The chance to make a tangible impact on families and communities in their time of need. If you’re ready to take the next step in your career, with a role that truly makes a difference apply now! A t InvoCare we are committed to building a respectful, diverse, and inclusive workplace that reflects the communities we serve. We encourage applications from people of all ages, nationalities, abilities, and cultures.