Customer Relations Officer

• Act as the first point of contact for clients, responding to inquiries via phone, email, or in person.
• Guide families through funeral arrangements, explaining available options and services with empathy and clarity.
• Liaise between clients and funeral directors to ensure all details of the service are accurately communicated and executed.
• Coordinate bookings for funeral services, transportation, viewings, and other logistics.
• Assist with the completion of necessary documentation, such as death certificates and permits.
• Maintain accurate and confidential client records and service details.
• Provide follow-up support after services, including feedback collection and bereavement resources.
• Collaborate with florists, clergy, cemeteries, and other service providers as required.
• Ensure reception and waiting areas remain welcoming and respectful environments.
• Handle sensitive situations with discretion, professionalism, and cultural awareness.

Requirements:

• Empathy and Compassion: Ability to provide emotional support and understanding to grieving families during a sensitive time.
• Communication Skills: Excellent verbal and written communication for interacting with clients explaining services and coordinating arrangements clearly and compassionately.
• Listening Skills: Attentively listening to clients’ needs and concerns to tailor services accordingly.
• Cultural Sensitivity: Respect for diverse cultural and religious practices related to funerals and mourning rituals.
• Organizational Skills: Managing multiple arrangements and administrative tasks efficiently.
• Problem-Solving Abilities: Handling unexpected situations or concerns with professionalism and tact.
• Attention to Detail: Ensuring all arrangements and paperwork are accurate and complete.
• Discretion and Confidentiality: Maintaining privacy and sensitivity regarding personal and family information.
• Interpersonal Skills:* Building trust and rapport with clients during difficult times.
• Knowledge of Funeral Services: Understanding the services offered legal requirements and logistical aspects of funeral arrangements.