Contact Centre Agent

1 week ago

North Melbourne, Australia The Lost Dogs Home Full time

Job Overview

**WORK TYPE**:

- Full Time**LOCATION**:

- North Melbourne**JOB TYPE**:

- Customer Service**DATE POSTED**:

- 26 Jun 2024 AUS Eastern Standard Time**APPLICATIONS CLOSE**:

- 14 Jul 2024 AUS Eastern Standard Time**About us**:
At The Lost Dogs’ Home, we are a foundation in Victoria's animal welfare landscape, celebrated for our compassionate care of around 18,000 lost and abandoned dogs and cats every year. Beyond caring for animals, we are dedicated to providing diverse animal welfare and community programs, all aimed at giving animals the best chance of a happy and healthy life. Our mission is upheld by passionate individuals who embody a profound affinity for animals, community, and advocacy.

**About the role**:
Are you passionate about animals and dedicated to delivering exceptional customer service? Join our team at The Lost Dogs’ Home in an exciting new full-time position as a **Contact Centre Agent**. As the primary point of contact for callers, you will play a pivotal role in providing vital assistance. This challenging yet rewarding role offers a fast-paced environment where your customer service skills will make a significant impact on our operations.

Some of your key responsibilities will be:

- Handle inbound calls professionally, directing inquiries and providing accurate information on animal reclaims, surrenders, adoptions, and general queries.
- Resolve customer complaints and issues promptly, escalating complex matters to relevant departments as needed.
- Ensure adherence to quality standards, company policies, and regulatory requirements in customer service delivery.
- Maintain detailed records of client interactions and transactions.
- Perform administrative tasks such as data entry and correspondence with external parties.
- Provide comprehensive support on adoption, surrender, and reclaim processes, educating callers on responsible pet ownership and relevant legislation.
- Assist in reuniting lost animals with their owners and facilitate alternative placement options for surrenders when appropriate.

**About you**:
You possess a genuine passion for animal welfare, bringing positive energy and enthusiasm to your work each day, fostering a collaborative and supportive team environment. Your experience includes adeptly handling customer de-escalations, ensuring every interaction leaves a positive impression. You also embrace a rotating roster with flexibility, including weekdays, weekends, and public holidays.

Key Attributes:

- Significant experience in customer service, crucial for effectively addressing client needs.
- Previous exposure to a customer service or call centre environment is desirable.
- Passion for Animal Welfare: Your interest in and commitment to animal welfare within a shelter setting is evident.
- You demonstrate a proven ability to work autonomously and collaboratively, contributing effectively to team goals.
- Capable of prioritising tasks and managing time efficiently in a fast-paced environment.
- Comfortable with CRM systems and other computer software essential for documentation and data management.
- Excellent Communication: Your exceptional written and verbal communication skills ensure clear and compassionate interactions.

**About our culture**:
At The Lost Dogs’ Home, we cultivate an inclusive work environment that celebrates diversity. Our team enjoys a vibrant culture that fosters meaningful connections, both professionally and socially. Led by our dedicated social committee, we organise a wide range of engaging activities such as Paint and Sip Nights, Bowling, Trivia, and regular after-work gatherings. These events create opportunities for our team to relax, bond, and forge lasting friendships. We take pride in our diverse team where every individual is encouraged to be their authentic self, regardless of their role within the organisation.

**What we can offer**:

- A purposeful animal welfare career,
- Fantastic career development and opportunities,
- Discounts at our general practice clinic, Frank Samways Veterinary Clinic,
- Access to our Employee Assistance Program,
- Access to the Foster Care Program,
- A unique and friendly working environment (surrounded by animals),
- Rewarding work with animals in need of a forever home.

**_The successful applicant will be required to satisfactorily complete background screening checks._

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