Guest Experience Officer - Contact Centre

Taronga; Sydney; On-site; AUD 38,000 - 54,000; Part time

Benefits offered by this job

Complimentary passes for family and/or

Free onsite car parking

Discounts on Taronga accommodation

Discounted food and beverages

Discounted Fitness Passport

Social team activities

Job summary

Taronga Zoo Sydney is looking for experienced Guest Experience Officers to join our Contact Centre team in Sydney. In this casual role you’ll handle customer enquiries by phone and email, assist with bookings, memberships and experiences, and deliver great service from first contact.

You’ll work across a range of channels, input information accurately, process payments, and help maintain high service standards while supporting sustainability and safety commitments at Taronga.

Qualifications

• Excellent customer service and communication via phone and email.
• Adaptability to change and responsive service to customers.
• Ability to learn or experience with a phone system and MS Office.
• Strong computer literacy; Centaman or OPERA desirable.
• Working with Children Check required (at own expense).

Responsibilities

• Provide professional responses to customer enquiries via phone and email.
• Create new bookings and service clients throughout the booking process.
• Input information accurately into Taronga Systems.
• Quote, process payments and perform end-of-day reconciliation.
• Maintain relationships with internal and external stakeholders.
• Work in a Taronga Contact Centre and uphold service standards.

Skills

Customer service

Communication

Adaptability

MS Office

Phone system

Tools

Centaman

OPERA

Job description

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Role: Guest Experience Officer - Contact Centre

Date Posted: 5 Oct 2026

• 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.

Applications Close: 11:59pm Sunday 18 October 2026