Customer Service Representative – Wildlife Warriors

3 weeks ago

Sunshine Coast, Australia Australia Zoo Full time

An exciting opportunity has arisen for someone to join our Wildlife Warriors team in a Full Time capacity as a Customer Service Representative

Australia Zoo is an equal opportunity employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, race, sexual orientation, or religious belief. We provide specific workplace programs to support diversity and equal employment opportunities for women, people with disabilities, and all cultural backgrounds.

The Customer Service Representative is the first point of contact for Wildlife Warriors, dealing directly with people connecting to the charity via email, phone, and face-to-face with visitors to the Wildlife Hospital. This role requires a range of skills including fundraising, customer service, and non-profit administration. Key responsibilities include overseeing front-line duties at the "Sneak Peek" tour desk, retail area, gallery, and conference centre.

This role involves greeting guests, managing retail sales, providing information about the hospital, and conducting tours. It also supports team members in community fundraising events, database management, and campaigns.

At Australia Zoo, staff are dedicated to providing excellent guest service with enthusiasm and motivation for ongoing learning and training.

Key Responsibilities:

  • Front-of-house customer service at the "Sneak Peek" tour desk and viewing gallery, including sales and signage.
  • Maintain hospital tour schedules and communicate with departments and guides.
  • First point of contact for donors and supporters via phone and email.
  • General administrative duties, including drafting letters, scheduling meetings, and taking minutes.
  • Organising travel, conferences, and meetings.
  • Developing office policies and procedures with management.
  • Supporting the WW Development Manager and team with administration.
  • Inputting data into Raiser's Edge database.
  • Assisting with setup and pack down of events.
  • Handling cash and EFTPOS transactions.
  • Responding to incoming calls promptly.
  • Maintaining cleanliness of the Tour Desk, Conference Room, and Office.
  • Collaborating with other departments and managers.
  • Supporting operational aspects of programs and events.
  • Assisting with major WW events such as the Steve Irwin Gala Dinner.
  • Ensuring high-quality donor engagement for long-term relationships.

Essential Criteria:

  • Excellent written and verbal communication skills.
  • Understanding of the non-profit sector.
  • Proficiency in Microsoft Office, especially Excel.
  • Self-motivated with the ability to work independently and in a team.
  • Strong organisational skills and multitasking ability.
  • Personable with excellent customer service skills.
  • Commitment to privacy and confidentiality.
  • Ability to work in a small team environment.
  • Attention to detail and problem-solving skills.
  • Strong interpersonal and negotiation skills.
  • Understanding of Wildlife Warriors Global Conservation Projects.
  • At least 1 year of experience in non-profit fundraising, marketing, events, or administration.
  • Ability to liaise effectively across all levels of staff and community.
  • Availability to work 7 days per week.
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