Customer Service

15 hours ago

Brookvale New South Wales, Australia Wildlife Information Rescue and Education Service Ltd Full time $50,000 - $70,000 per year

WIRES is looking for an office all-rounder who is a super organised person, passionate about wildlife to join our team

This is a great opportunity for someone keen to build or develop their career in the wildlife or charity sector.

It is an office-based role based in Brookvale - need you in the office five days a week.

You'll need to be a whiz on excel, an efficient multi-tasker (you'll answer lots of phone calls every day) and know how to keep calm under pressure.

In return you'll be working with a great team of people - and playing a key role in helping us rescue, rehabilitate and protect thousands of vulnerable native animals every year.

If this sounds like you, please read the key responsibilities below and apply with your CV and a personal cover letter explaining why you'll be great in this role.

Key Responsibilities

Customer Service

  • Act as the first port of call for phone, email, and mail enquiries from donors, supporters, and the general public as well as outgoing emails and SMS for retention and care purposes.
  • Deliver outstanding support utilising developed listening skills, attention to detail and empathy.
  • Ensure timely and appropriate responses to feedback and queries according to WIRES service standards.
  • Manage organisational inboxes and phone lines, inbound and outbound calls.
  • Process cash, cheque, direct debit and credit card donations, ensuring timely data entry, processing and receipting.
  • Directly call credit card declines.
  • Manage any drop-offs of injured wildlife as per WIRES SOP

Administration

  • Open and close the reception desk, ensuring appropriate visitor log and sign-in.
  • Provide administrative support the CEO and arrange meetings with internal and external stakeholders.
  • Managing meeting room bookings and office functions
  • Maintain filing systems, shared documents, and templates to support consistency and efficiency
  • Develop, execute and improve upon efficient administration processes.
  • Support the wider team with ad hoc administrative tasks, event logistics, meeting coordination, or project support as needed
  • Assist with mail-outs, supporter packs, and campaign materials for various departments
  • Managing stationery and office supplies, incoming deliveries - making sure the office runs smoothly

Selection Criteria

  • Minimum 2 years relevant experience working in a customer facing role.
  • Sound customer service skills and demonstrated understanding of best practice customer service principles.
  • Commitment to maintaining confidentiality at all times.
  • High attention to detail with excellent organisation, time management and project management skills.
  • Strong team player with excellent interpersonal skills and the ability to effectively communicate and engage with diverse stakeholders
  • Excellent computer literacy and intermediate/advanced skills utilising Office suite, including Microsoft Excel skills.
  • Experience in data entry and using a CRM.

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