Guest Experience Officer - Contact Centre

Taronga Conservation Society Australia; Mosman Municipal Council; On-site; AUD 38,000 - 54,000; Full time

Benefits offered by this job

Complimentary family passes

Free onsite parking

Discounts on accommodation

Discounted food & beverage

Discounted Fitness Passport

Social team

Job summary

Taronga Conservation Society Australia is seeking experienced Guest Experience Officers to join our Contact Centre team at Taronga Zoo Sydney. You will assist customers across phone and email with enquiries, memberships, bookings and experiences, delivering great service every step of the way.

Provide administrative services and exceptional customer support for visitors, including product and experience inquiries, with attention to detail during bookings and payments.

Qualifications

• Excellent customer service and communication skills via phone and email.
• Adaptability to change and responsive service to meet customer needs.
• Ability to learn or previous experience with a phone system and Microsoft Suite of products (e.g. Outlook).
• Familiarity with Centaman or OPERA desirable.

Responsibilities

• Provide professional, timely and consistent responses to customer enquiries from phone and email.
• Input information accurately into Taronga Systems and ensure data integrity.
• Create new bookings and service clients throughout the booking process.
• Quote accurately and handle payments; perform end-of-day reconciliation.
• Build and maintain good relationships with internal and external stakeholders.
• Work well in a Contact Centre environment and meet KPIs.
• Adhere to Taronga’s Customer Service Charter and suggest improvements for service standards.
• Support sustainability practices and report WHS incidents as required.

Skills

Customer service

Communication

Tools

Centaman

OPERA

Microsoft Office

Job description

• TCSA Wages Employees Award, Guest Experience Officer, hourly rate $33.57 (includes hourly base rate $26.94 + plus superannuation & leave loading)

• Located at Sydney’s Iconic Taronga Zoo
• Casual positions available
• TCSA Wages Employees Award, Guest Experience Officer, hourly rate $33.57 (includes hourly base rate $26.94 + plus superannuation & leave loading)

Taronga Zoo Sydney is looking for experienced and motivated Guest Experience Officers to join our Contact Centre team!

Help create memorable visitor experiences from the very first conversation. As part of our Contact Centre team, you’ll assist customers across phone and email with enquiries, memberships, bookings and experiences, delivering great service every step of the way.

About The Role…

Provide administrative services and exceptional customer service for the organisation assisting our visitors with their enquiries in relation to products and experiences available.

Skillsets within the Contact Centre include general enquiries, Zoo Friends Memberships, accommodation reservations, tourism enquiries and education bookings. For the purposes of this recruitment, we are looking for customer service agents to assist on a combination of the above lines.

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
• Create new bookings and service clients throughout the booking process
• Financial aptitude for accurate quoting, handling of payments and end of day reconciliation
• Build and maintain good relationships with internal and external stakeholders
• Work well in a Contact Centre environment
• 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:

• Excellent customer service and communication skills via phone and email.
• Adaptability and flexibility to accommodate change and provide responsive services to meet customer needs
• Ability to learn, or previous experience with, a phone system and Microsoft Suite of products (e.g. Outlook)
• Strong computer literacy, previous knowledge of systems such as Centaman or OPERA desirable
• Friendly disposition and can-do attitude
• Hold a current Working with Children Check at your own expense.
• In accordance with the requirements of this role, the Casual Contact Centre Officer role can be rostered seven days per week between 8.45-5.06pm including public holidays.

Benefits…

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

• 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 Sunday 18 October 2026