Contact Center Representative
Contact Centre Representatives are responsible for lodging cruelty reports, handling general inquiries and transferring calls to our shelters.
Summary about this job
Customer Service - Call Centre
Company: RSPCA NSW
Location: Sydney
Work type: Part Time
Salary: n\a
Phone: +61-2-6064-9803
Fax: +61-2-4981-1868
E-mail: n\a
Site: n\a
Detail information about job Contact Center Representative. Terms and conditions vacancy
- Australia's preeminent welfare organisation
- Work for a non-profit
- Be the first point of contact for RSPCA NSW
12 month fixed term contract (part-time)
Sydney Shelter
The RSPCA NSW is Australia's preeminent animal welfare organisation. We provide a strong voice for animals experiencing cruelty and neglect. The RSPCA is committed to the care and welfare of animals, providing extensive professional facilities, including fully equipped veterinary hospitals and our state-wide shelter network, with approximately 500 staff across NSW to care for animals.
RSPCA NSW is seeking a motivated and energetic person to undertake RSPCA contact centre duties to ensure high standards of animal wellbeing and customer care are maintained. Working as part of a team you will be responsible for providing exceptional customer service, advice and guidance to members of the public, volunteers and other members of staff.
Contact Centre Representatives are responsible for lodging cruelty reports, handling general enquiries and transferring calls to our shelters. Other responsibilities include answering email enquiries and actioning online cruelty reports.
Located at our Sydney Shelter in Yagoona, the successful candidate will be required to work 3 days per week, including some public holidays. This is a 12 month fixed term contract.
Main responsibilities of the Contact Center Representative:
● Provide effective, efficient and friendly service to clients, customers and other stakeholders.
● Lodge cruelty complaints and escalate urgent reports to the Inspectorate or other relevant agencies.
● Action online forms, emails and fax enquiries daily.
● Make outbound calls, when required.
● Liaise with inspectors and shelter staff to ensure effective communication of relevant matters.
● Direct calls to relevant departments.
● Action emails and faxes.
● Maintain and process all records for animals in care in accordance with RSPCA policy and procedure.
● Perform other administrative duties.
● Ensure compliance with workplace health and safety initiatives.
To be successful in this role, you will possess the following skills and experience:
● Tertiary qualifications in relevant area – desirable
● Minimum 2 years’ experience in high volume customer service/ contact centre environment
● High level of communication skills both written and verbal
● Good problem solving ability
● Time management skills
● Ability to work as part of a team and also autonomously
● Ability to work under pressure
● Certificate II in Animal Handling or willingness to obtain certification
● Ability to lift 10 kilograms
● Strong computer literacy
This is an incredible opportunity to join a passionate team dedicated to making a difference to the lives of animals in need.
APPLICATIONS CLOSE: FRIDAY, 20th JULY 2018