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- Located at Sydney’s Iconic Taronga Zoo

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- Ongoing, full-time position

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- TCSA Salaried Employees Award, Genscale 7, annual package $75,198 (includes base salary $66,347 + plus superannuation & leave loading)

/n /n /n Taronga Zoo Sydney is looking for an experienced and motivated Contact Centre Officer to join our Marketing, comms & Fundraising team! /n /n Join our Zoo Friends team and help create exceptional experiences for our members every day. As a Contact Centre Officer, you'll be the first point of contact for Zoo Friends members, providing friendly, professional support across phone and email enquiries. /n /n About the Role… /n Individual skillsets within the Contact Centre include general enquiries, Zoo Friends Memberships, accommodation reservations and education bookings. Full-time staff are assigned to one skillset. /n /n This role will sit with our Zoo Friends team and provide exceptional customer service assisting our members with their enquiries. /n /n 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. /n /n Key Accountabilities… /n /n

- Provide professional, timely and consistent responses to customer enquiries from a number of channels including phone and email.

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- Ensure customer service standards are met and exceeded and that products offered match the customer’s requirements

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- Strong attention to detail when inputting information into Taronga Systems

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- Work well in a Contact Centre environment

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- Build and maintain good relationships with internal and external stakeholders

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- Assist to achieve agreed revenue targets through effective servicing of external stakeholders and accounts

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- Financial aptitude for handling of payments and end of day reconciliation

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- Create new and renew memberships and service member enquiries relating to benefits, special events and our online portal.

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- Assist in the training and onboarding of new staff and coordinate with casual support when required.

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- Attend relevant meetings on behalf of Contact Centre when required.

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- Comply with Taronga’s Customer Service Charter and suggest initiatives for further improvement to ensure industry leading standards are maintained.

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- Comply with and suggest sustainability practices in the workplace to help achieve Taronga’s sustainability targets and reduce environmental impact.

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- Comply with and report any Work, Health and Safety incidents in line with Taronga’s Work, Health and Safety Charter

/n /n /n About You… /n We are looking for candidates that have: /n /n

- Demonstrated experience within a Contact Centre or administration role using a variety of products. Previous experience with membership programs would be desirable.

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- Excellent customer service with high verbal and written communication skills, solid attention to detail and

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- ability to follow processes to provide a smooth customer journey.

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- Financial aptitude for handling of payments and end of day reconciliation.

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- Adaptability and flexibility to accommodate change in a high-volume environment and provide responsive services to meet customer needs

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- Strong computer literacy including knowledge of Microsoft Office suite (Excel, Word, Outlook etc). Knowledge of Centaman or ability to quickly gain this would be desirable.

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- Friendly disposition and can-do attitude, proactive problem solver

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- Hold a current paid Working with Children Check at your own expense.

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- This position is fulltime from Monday to Friday inclusive, with working hours of 8:45am-5:06pm

/n /n /n Benefits… /n Our employees enjoy generous employment conditions including some of the following: /n /n

- Flexible Hybrid work model - Taronga supports a blend of in-office, remote, and on-the-go workers!

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- Complimentary family and friends passes across both Taronga’s Sydney & Dubbo Zoo’s

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- Free onsite car parking, outside of peak periods





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- A wide range of discounts on our award winning accommodation across both sites

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- Discounted food and beverage purchases across the sites

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- Discounted Fitness Passport

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- We’re a social team - there’s always lots going on around the zoo that we get involved with!

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- + more!

/n /n /n We Value Diversity… /n 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. /n /n Taronga is also committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation. /n /n About Applying… /n Please submit your resume and a cover letter of one page. You are also required to complete the two target questions as part of your application. /n /n /n

1.

Membership

Service & Problem Solving

Describe a time when you handled a complex customer enquiry involving a membership, subscription, loyalty program, account issue, or similar service.

/n In your response, please explain: /n /n · The nature of the enquiry and why it was complex. /n · The systems, processes, or resources you used to investigate the issue. /n · How you balanced customer satisfaction with organisational policies. /n · The outcome for both the customer and the business. /n · What you would do differently if faced with the same situation again. /n /n /n

- Accuracy, Prioritisation & Membership Administration

This role requires you to manage a high volume of phone calls and emails while processing membership transactions accurately. Tell us about a time when multiple competing priorities created pressure and there was a risk of making mistakes.

/n In your response, please include: /n /n · The situation and competing demands. /n · The steps you took to maintain accuracy and attention to detail. /n · Any tools, checklists, or systems you used. /n · How you measured whether your approach was successful. /n · Specific feedback, results, or lessons learned. /n /n /n Applications Close: 11:59pm Wednesday 4 November 2026 /n

📌 Contact Centre Officer - Zoo Friends (Sydney)
🏢 Taronga Conservation Society Australia
📍 Sydney