The posting
Monthly Basic Salary: S$3,000 – S$3,500 (commensurate with experience and capabilities)
Working Arrangement: 5.5-day work week with 3–4 nights of remote standby per week
We are looking for a responsible, empathetic and resourceful individual to join our team as a Funeral Enquiries & Family Care Executive.
This is a multifaceted role combining customer service, funeral enquiries, family coordination, sales support and marketing communications.
The successful candidate should be comfortable communicating with bereaved families, managing multiple conversations independently and supporting the company's day-to-day operations.
Key Responsibilities
1. Funeral Enquiries & Customer Service
- Answer incoming telephone calls, WhatsApp messages and online enquiries promptly and professionally.
- Serve as the first point of contact for families seeking funeral services.
- Understand families' requirements and provide clear explanations of funeral packages, pricing, procedures and available services.
- Handle initial funeral consultations, prepare quotations and follow up with prospective clients.
- Assist families in confirming funeral arrangements and coordinate the necessary next steps with the operations team.
- Maintain accurate records of incoming enquiries, quotations, confirmed cases and follow-up activities.
- Handle customer concerns with empathy, discretion and professionalism, escalating complex matters when necessary.
2. Family Care & Funeral Case Coordination
- Manage and respond to family WhatsApp group chats throughout the funeral arrangement process.
- Liaise with bereaved families regarding funeral schedules, service requirements, arrangements and special requests.
- Coordinate with funeral directors, administrative staff, operations personnel and external vendors to ensure smooth service delivery.
- Monitor outstanding family requests and follow up to ensure timely resolution.
- Provide families with relevant updates and information throughout the funeral process.
- Assist with post-funeral arrangements, including ash collection, memorial services and other related enquiries.
- Ensure proper communication and handovers between departments.
3. Night Enquiries & Remote Standby
- Undertake approximately 3–4 nights of rostered remote standby duty per week.
- Serve as the first point of contact for incoming funeral enquiries during assigned standby periods.
- Respond to urgent calls and WhatsApp enquiries from bereaved families.
- Provide initial guidance, explain funeral service options and assist with confirming arrangements.
- Coordinate urgent deceased collection requests and funeral arrangements with the duty operations team.
- Maintain accurate records and ensure proper handover of overnight cases.
- Remain contactable and responsive during assigned standby hours.
4. Marketing Collaterals & Communications
- Design and update marketing collaterals, including brochures, flyers, promotional banners and service information sheets.
- Prepare and maintain funeral package comparison charts, price lists and WhatsApp-ready sales materials.
- Create simple social media graphics, Instagram carousel posts and educational content using Canva or similar tools.
- Assist in preparing funeral planning guides, FAQs, checklists and other customer education materials.
- Assist with marketing campaigns, promotional materials and other communications initiatives.
- Identify frequently asked questions and customer concerns that can be developed into useful educational content.
Marketing and collateral preparation will primarily be undertaken during non-peak periods, with funeral enquiries and family communications taking priority.
5. Administrative & General Support
- Maintain organised and accurate customer records and enquiry databases.
- Assist with checking the completeness of family information and funeral arrangement details.
- Prepare basic reports on enquiries, follow-ups, confirmed cases and customer feedback.
- Assist in reviewing and improving customer service procedures, communication templates and internal workflows.
- Provide reasonable administrative and operational support when required.
Requirements
- Minimum Diploma or equivalent qualification.
- Prior experience in customer service, sales coordination, hospitality, healthcare administration, client relations or similar roles is preferred.
- Excellent interpersonal and communication skills.
- Able to communicate with bereaved families in a compassionate, calm and professional manner.
- Strong written and spoken English; proficiency in Mandarin and/or Chinese dialects will be an advantage for communicating with families.
- Comfortable handling telephone enquiries and multiple WhatsApp conversations.
- Able to work independently, multitask and manage time-sensitive requests.
- Organised, meticulous, responsible and able to follow through on assigned tasks.
- Basic proficiency in Microsoft Office, Google Workspace and Canva.
- Creative flair and experience preparing simple marketing collaterals will be an advantage.
- Comfortable working in the funeral industry and handling sensitive situations.
- Willing and able to undertake 3–4 nights of remote standby duty per week.
- Prior funeral industry experience is not required; training will be provided.
Working Hours & Remuneration
Basic Monthly Salary: S$3,000 – S$3,500
Work Week: 5.5 days per week, based on operational scheduling.
Daytime Hours: Generally 9:00 AM – 6:00 PM, including a one-hour meal break.
Night Standby: Approximately 3–4 nights per week, performed remotely according to a roster.
Incentives: Performance-based incentives may be offered for qualifying confirmed funeral arrangements.
You will be tasked to follow the operations team for a month or two to learn the ins and outs so as to be able to perform your role with competency. Training will be provided and there will be annual bonus as well. Consideration will be given for hybrid working arrangements in the long run.
Who We're Looking For
We are looking for someone who is:
- Empathetic: Able to communicate sensitively with families experiencing loss.
- Responsive: Understands the importance of timely replies, especially during urgent situations.
- Responsible: Takes ownership of enquiries and follows through without constant supervision.
- Resourceful: Able to solve problems independently and coordinate effectively with colleagues.
- Organised: Comfortable managing multiple cases, conversations and deadlines.
- Creative: Enjoys preparing clear, professional and visually appealing communication materials.
- Adaptable: Comfortable with the unpredictable nature of the funeral industry.
Why Join Us?
- Meaningful work supporting families during important moments in their lives.
- Opportunities to develop skills in customer relations, funeral service coordination, sales and marketing.
- Supportive team environment with on-the-job training.
- Exposure to a specialised and essential service industry.
- Opportunities for professional growth and increased responsibilities.
How to Apply
Interested candidates are invited to submit their resume, expected salary and availability to +65 94892424.
Applicants with experience using Canva may also share samples of marketing collaterals or social media content they have created.
Join Harmony Funeral Care and help us make a meaningful difference to families when they need it most.
