Guest Experience Officer - Contact Centre

- Located at Sydney’s Iconic Taronga Zoo

- Casual positions available

- TCSA Wages Employees Award, Guest Experience Officer, hourly rate $33.57 (includes hourly base rate $26.94 + plus superannuation & leave loading)

Taronga Zoo Sydney is looking for experienced and motivated Guest Experience Officers to join our Contact Centre team!

Help create memorable visitor experiences from the very first conversation. As part of our Contact Centre team, you’ll assist customers across phone and email with enquiries, memberships, bookings and experiences, delivering great service every step of the way.

About the Role…

Provide administrative services and exceptional customer service for the organisation assisting our visitors with their enquiries in relation to products and experiences available.

Skillsets within the Contact Centre include general enquiries, Zoo Friends Memberships, accommodation reservations, tourism enquiries and education bookings. For the purposes of this recruitment, we are looking for customer service agents to assist on a combination of the above lines.

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.

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

- Create new bookings and service clients throughout the booking process

- Financial aptitude for accurate quoting, handling of payments and end of day reconciliation

- Build and maintain good relationships with internal and external stakeholders

- Work well in a Contact Centre environment

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

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

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

About You…

We are looking for candidates that have:

- Excellent customer service and communication skills via phone and email.

- Adaptability and flexibility to accommodate change and provide responsive services to meet customer needs

- Ability to learn, or previous experience with, a phone system and Microsoft Suite of products (e.g. Outlook)

- Strong computer literacy, previous knowledge of systems such as Centaman or OPERA desirable

- Friendly disposition and can-do attitude

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

- In accordance with the requirements of this role, the Casual Contact Centre Officer role can be rostered seven days per week between 8.45-5.06pm including public holidays.

Benefits…

Our employees enjoy generous employment conditions including some of the following:

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

- 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.

Question 1: Customer Service, Problem Solving & Communication

Describe a time when you handled a complex customer enquiry that could not be resolved using a standard process or script.

In your response, please include:

- The nature of the customer's issue

- The questions you asked to understand the situation

- The steps you took to investigate and resolve it

- Any systems, resources or stakeholders you consulted

- The final outcome for the customer

- What you learned from the experience

Question 2: Accuracy, Multitasking & Attention to Detail

Tell us about a time when accuracy was critical while managing a high volume of customer interactions, bookings, transactions, or administrative tasks.

In your response, please include:

- The environment you were working in

- The types of information you were responsible for recording or processing

- How you prioritised your workload while maintaining accuracy

- A specific example of an error you identified or prevented

- The impact this had on the customer, team, or organisation

Applications Close: 11:59pm Sunday 18 October 2026