Role: Taronga Zoo Contact Centre Officer
Taronga Zoo Sydney is currently looking for a full time team member to join our contact centre team!
- Located at Sydney’s Iconic - Taronga Zoo – Cammeraigal Country
- Ongoing Full time position available – Tuesday to Saturday position
- TCSA Clerk Genscale 7 Salaried Award, $73,008 annual package
(includes base salary $64,415 + 12% superannuation)
Taronga Zoo is a truly unique work environment! The Contact Centre Officer role, based at the zoo grounds, will be amongst the zoo operations on a day to day basis.
This role will specifically sit within our Accommodation team and provide exceptional reservations and customer service assisting our visitors with their enquiries in relation to our Accommodation offerings.
- Ongoing Full-Time position: This position is fulltime from Tuesday to Saturday inclusive, with working hours of 8:45am-5:06pm.
Our contact Centre is a small team but they are a chatty, friendly bunch so we'd love someone with that can-do positive attitude.
Key Accountabilities…
- 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
- Work well in a Contact Centre environment
- Build and maintain good relationships with internal and external stakeholders
- Assist to achieve agreed revenue targets through effective servicing of external stakeholders and accounts
- Financial aptitude for accurate quoting, handling of payments and end of day reconciliation
- Create new bookings and service clients throughout the reservations process, identifying opportunities to up-sell or cross-sell products and effectively communicate bookings and requirements.
- Assist in the training and onboarding of new staff and coordinate with casual support when required.
- Attend relevant meetings on behalf of Contact Centre when required.
About You…
We are looking for candidates that have:
- 12 months experience in a Reservations role, preferably within the accommodation industry.
- Demonstrated experience within a Contact Centre or administration role using a variety of products
- Excellent customer service with high verbal and written communication skills, strong attention to detail and ability to follow processes to provide a smooth customer journey.
- Financial aptitude for accurate quoting, handling of payments and end of day reconciliation.
- Adaptability and flexibility to accommodate change in a high-volume environment and provide responsive services to meet customer needs
- Strong computer literacy including knowledge of Microsoft Office suite (Excel, Word, Outlook etc). Knowledge of OPERA booking system or ability to quickly gain this would be desirable.
- Friendly disposition and can-do attitude, proactive problem solver
- Hold a current paid NSW Working with Children Check (WWCC) at your own expense.
Benefits…
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!
We Value Diversity…
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.
About Applying…
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.
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- Describe a specific situation where you identified an error in a booking or reservation that could have impacted a customer or the business financially. (we are looking for detail on your personal actions and decision-making process)
- What was the error?
- How did you detect it?
- What steps did you take to resolve it, and what was the outcome?
- Tell us about a time when you handled a complex or high-pressure accommodation booking (e.g. last minute change, overbooking, special requirements, or dissatisfied customer). (please include specific tools, systems, or processes you used where relevant).
- What made the situation challenging?
- How did you prioritise actions and communicate with the customer?
- What was the final result, and what did you learn from the experience?
- Describe a specific situation where you identified an error in a booking or reservation that could have impacted a customer or the business financially. (we are looking for detail on your personal actions and decision-making process)
Applications Close: 11:59pm Thursday 9th July 2026