Guest Experience Officer - Contact Centre

Taronga Zoo; Sydney; On-site; AUD 59,000 - 73,000; Full time

Benefits offered by this job

Complimentary passes for family and朋友

Free onsite parking

Discounts on accommodation

Discounted food and beverage

Discounted Fitness Passport

Social team activity

Job summary

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

The Casual Contact Centre Officer role is rostered seven days per week between 8:45am and 5:06pm including public holidays, with generous employee benefits such as complimentary passes, free onsite parking and discounts on stays and

Qualifications

• Excellent customer service and communication skills via phone and email.
• Adaptability and flexibility to accommodate change and provide responsive services.
• Ability to learn or previous experience with a phone system and Microsoft Suite of products (e.g. Outlook).
• Strong computer literacy; knowledge of Centaman or OPERA desirable.
• Friendly disposition and can-do attitude.
• Hold a current Working with Children Check at your own expense.

Responsibilities

• Provide professional, timely and consistent responses to customer enquiries from phone and email.
• Ensure customer service standards are met and exceeded and that products match the customer's requirements.
• Input accuracy when entering information into Taronga Systems.
• Create new bookings and service clients throughout the booking process.
• Financial aptitude for accurate quoting, handling of payments and day-end 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 improvement.
• Comply with sustainability practices and Taronga's Sustainability targets.
• Report any Work, Health and Safety incidents per Taronga's WHS Charter.

Skills

Customer service

Communication

Adaptability

Phone system knowledge

Microsoft Office

Centaman/OPERA (desirable)

Friendly disposition

Working with Children Check

Tools

Microsoft Outlook

Centaman

OPERA

Job description

Guest Experience Officer - Contact Centre

At Taronga Zoo in Sydney and Taronga Western Plains Zoo in Dubbo, we lead conservation efforts in the field and participate in regional and global conservation breeding programs to establish insurance populations for species threatened in the wild. We also operate two wildlife hospitals that treat and rehabilitate injured native wildlife, as well as providing best practice health care for the animals at our Zoos.

Taronga has a deep commitment to conservation science. In Australia and internationally, we work with universities, governments and conservation partners to respond to challenges impacting wildlife and people. We also have a proud tradition of delivering conservation education programs that increase knowledge and awareness and inspire students to become global leaders in conservation. Taronga receives support from the NSW Government and the Taronga Foundation. Established in 2000, the Taronga Foundation raises funds for conservation, education programs and wildlife in our care.

• 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.

• 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.

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!

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.

We offer:

Together, we take on meaningful projects and work towards our shared vision of a better and wilder future. It's all about the mini moments that contribute to our mighty mission and shape our collective success.