Client Care & Services Manager

at  Invocare

CLIENT CARE AND SERVICES MANAGER

InvoCare is a market leader in the funeral, cemetery, and crematoria industry, known for our commitment to providing exceptional service and care to families during their most difficult times. We pride ourselves on our customer-centric approach and dedication to the communities we serve.
About you:
You have an existing network within the Chinese community and understand culture and tradition. You have exceptional relationship building skills, are results oriented and have a keen interest in sales. You have previous team leadership and supervision skills and are open to transferring your experience to a new industry.

THE OPPORTUNITY:

We are seeking a dynamic and compassionate Sales leaders to join our Multicultural Unit (MCU) in the role of Client Care & Services Manager . This role is pivotal in presenting our pre-need and at-need burial and cremation products and services to clients in community groups, achieving sales targets, and delivering exceptional customer service.

ESSENTIAL QUALIFICATIONS AND SKILLS:

• Background in retail, hospitality, funeral industry, or community services.
• Proven experience in a service-driven organisation or the ability to quickly learn.
• Experience in developing and maintaining local business and community relationships, with a focus on building strong, trust-based connections.
• Effective communicator with competency in spoken and written English, Mandarin Chinese, and Cantonese.
• High level of competence using technology for processing sales and accessing email and intranet.
• Confident in selling products and services, with the ability to comfortably ask for payment at the time of the agreement. Creative in personalising burials and memorials to meet client needs.Passionate about providing exceptional customer service at all levels of contact, both by telephone and face-to-face.

• Sales Excellence: Support the State Manager by ensuring MCU Memorial Consultants meet family service targets, conducting sales promotions and seminars, and acting as a role model by achieving personal sales targets.
• Customer Service: Identify and develop opportunities to provide outstanding service, effectively resolve customer complaints, and drive a culture of customer-centric service.
• Community Engagement: Establish and maintain networks to grow InvoCare’s representation in the community, liaising with Operations Managers and funeral homes.Operational Efficiency: Adhere to InvoCare policies, maintain records, and follow health, safety, and environmental guidelines.