Contact Centre Officer - Zoo Friends

Taronga Conservation Society Australia; Sydney; Hybrid; AUD 45,000 - 75,000; Full time

Benefits offered by this job

Flexible Hybrid work model

Complimentary passes for Taronga Zoo

Free onsite parking

Discounts on Taronga accommodation

Discounted food and beverages

Discounted Fitness Passport

Job summary

Taronga Conservation Society Australia is seeking an experienced Contact Centre Officer to join the Zoo Friends team at Taronga Zoo Sydney. You will be the first point of contact for Zoo Friends members, handling phone and email enquiries with friendly, professional service.

The role supports memberships, bookings and member benefits within a fast-paced contact centre, with shift patterns Monday to Friday 8:45am–5:06pm and a focus on delivering exceptional customer experiences.

Qualifications

• Experience in a contact centre or administration role.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to follow processes.
• Financial aptitude for handling payments and end-of-day reconciliation.
• Adaptable to a high-volume environment and provide responsive service.

Responsibilities

• Provide professional, timely responses to customer enquiries via phone and email.
• Ensure service standards are met and that products match customer requirements.
• Input information accurately into Taronga systems.
• Build and maintain relationships with internal and external stakeholders.
• Assist to achieve revenue targets through servicing external stakeholders and accounts.
• Handle payments and end-of-day reconciliation.
• Create and renew memberships and respond to member enquiries about benefits and the online portal.
• Assist in training and onboarding of new staff and coordinate casual support.

Skills

Customer service

Communication

Attention to detail

MS Office

Education

High school diploma or equivalent

Tools

Centaman

Job description

• Located at Sydney’s Iconic Taronga Zoo
• Ongoing, full-time position
• TCSA Salaried Employees Award, Genscale 7, annual package $75,198 (includes base salary $66,347 + plus superannuation & leave loading)

Taronga Zoo Sydney is looking for an experienced and motivated Contact Centre Officer to join our Marketing, comms & Fundraising team!

Join our Zoo Friends team and help create exceptional experiences for our members every day. As a Contact Centre Officer, you'll be the first point of contact for Zoo Friends members, providing friendly, professional support across phone and email enquiries.

About the Role…

Individual skillsets within the Contact Centre include general enquiries, Zoo Friends Memberships, accommodation reservations and education bookings. Full-time staff are assigned to one skillset.

This role will sit with our Zoo Friends team and provide exceptional customer service assisting our members with their enquiries.

The Contact Centre answers both call and email enquiries and follows set Key Performance Indications relating to adherence, service level agreements, and call backed indicators.

Key Accountabilities…

• Provide professional, timely and consistent responses to customer enquiries from a number of channels including phone and email.
• Ensure customer service standards are met and exceeded and that products offered match the customer’s requirements
• Strong attention to detail when inputting information into Taronga Systems
• Work well in a Contact Centre environment
• Build and maintain good relationships with internal and external stakeholders
• Assist to achieve agreed revenue targets through effective servicing of external stakeholders and accounts
• Financial aptitude for handling of payments and end of day reconciliation
• Create new and renew memberships and service member enquiries relating to benefits, special events and our online portal.
• Assist in the training and onboarding of new staff and coordinate with casual support when required.
• Attend relevant meetings on behalf of Contact Centre when required.
• Comply with Taronga’s Customer Service Charter and suggest initiatives for further improvement to ensure industry leading standards are maintained.
• Comply with and suggest sustainability practices in the workplace to help achieve Taronga’s sustainability targets and reduce environmental impact.
• Comply with and report any Work, Health and Safety incidents in line with Taronga’s Work, Health and Safety Charter

About You…

We are looking for candidates that have:

• Demonstrated experience within a Contact Centre or administration role using a variety of products. Previous experience with membership programs would be desirable.
• Excellent customer service with high verbal and written communication skills, strong attention to detail and
• ability to follow processes to provide a smooth customer journey.
• Financial aptitude for handling of payments and end of day reconciliation.
• Adaptability and flexibility to accommodate change in a high-volume environment and provide responsive services to meet customer needs
• Strong computer literacy including knowledge of Microsoft Office suite (Excel, Word, Outlook etc). Knowledge of Centaman or ability to quickly gain this would be desirable.
• Friendly disposition and can-do attitude, proactive problem solver
• Hold a current paid Working with Children Check at your own expense.
• This position is fulltime from Monday to Friday inclusive, with working hours of 8:45am-5:06pm

Benefits…

Our employees enjoy generous employment conditions including some of the following:

• Flexible Hybrid work model - Taronga supports a blend of in-office, remote, and on-the-go workers!
• Complimentary family and friends passes across both Taronga’s Sydney & Dubbo Zoo’s
• Free onsite car parking, outside of peak periods
• A wide range of discounts on our award winning accommodation across both sites
• Discounted food and beverage purchases across the sites
• Discounted Fitness Passport
• We’re a social team - there’s always lots going on around the zoo that we get involved with!
• + more!

We Value Diversity…

Taronga is an equal opportunity employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, culture, religion, language or personal circumstances.

Taronga is also committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation.

Applications Close: 11:59pm Wednesday 4 November 2026