CUSTOMER CARE/RECEPTIONIST (FUNERAL HOME)

JOB SUMMARY

The Customer Care/Receptionist is responsible for providing compassionate, professional, and efficient front-office support to clients, bereaved families, visitors, and other stakeholders. The role serves as the first point of contact for the funeral home and plays a critical role in creating a respectful, supportive, and reassuring client experience during sensitive moments.

DUTIES AND RESPONSIBILITIES

Customer Service and Client Support

• Serve as the first point of contact for clients, visitors, and bereaved families by providing a warm, respectful, and professional welcome while demonstrating empathy, patience, and understanding.
• Respond to client inquiries through phone calls, emails, walk-ins, and other communication channels, providing accurate information on funeral arrangements, services, pricing options, procedures, and timelines.
• Listen to client needs, address concerns, provide appropriate solutions, and escalate matters where necessary to ensure a seamless customer experience.

Funeral Service Coordination Support

• Coordinate with internal teams to facilitate smooth execution of funeral arrangements and related services while ensuring accurate communication of client requirements.
• Assist clients with documentation, scheduling of appointments, consultations, viewing arrangements, collections, ceremonies, and other funeral-related activities.
• Follow up on pending client requests and service commitments to ensure timely resolution and effective service delivery.

 Reception and Front Office Management

• Manage the reception area to ensure a professional, organized, and welcoming environment while receiving and directing visitors appropriately.
• Handle incoming and outgoing calls, messages, correspondence, and client interactions with professionalism, confidentiality, and discretion.
• Maintain accurate client records, visitor logs, filing systems, and administrative documentation to support efficient front-office operations.

Sales and Service Promotion

• Promote awareness of funeral home services by providing clients with relevant information and guiding them on suitable service options based on their needs.
• Support customer acquisition and retention initiatives through excellent service delivery, relationship management, and consistent client engagement.
• Maintain knowledge of service packages, pricing structures, customer policies, and collect feedback to support continuous improvement of services.

Customer Relationship Management

• Build and maintain positive relationships with clients, families, and stakeholders through professional communication and quality service delivery.
• Handle customer complaints, concerns, and feedback promptly while ensuring appropriate resolution and follow-up.
• Capture customer insights and provide recommendations to management to enhance customer satisfaction and service standards.

Administration and Reporting

• Maintain accurate records of client interactions, inquiries, bookings, service requests, and related documentation.
• Prepare and submit routine reports on customer inquiries, feedback, outstanding issues, and service activities.
• Ensure compliance with funeral home policies, procedures, confidentiality requirements, and customer service standards.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Diploma or Degree in Sales, Marketing, Customer Service, Business Administration, or a related field.
• Minimum of 3 years’ experience in a customer-facing role, preferably in hospitality, healthcare, insurance, sales, or service-related industries.
• Excellent interpersonal and communication skills.
• Strong customer service orientation with the ability to interact with clients in emotionally sensitive situations.
• Good organizational skills with attention to detail and accuracy.
• Ability to multitask, prioritize responsibilities, and work under pressure.
• Proficiency in computer applications and customer record management systems.
• High level of professionalism, integrity, empathy, and confidentiality.

HOW TO APPLY

• If you meet the above qualifications, skills and experience share CV on recruitment@britesmanagement.com
• Interviews will be carried out on a rolling basis until the position is filled.
• Only the shortlisted candidates will be contacted.