Contact Centre Officer (Tourism)

TL;DR

Contact Centre Officer (Tourism): Managing accommodation reservations and customer enquiries for Taronga Zoo with an accent on high-volume service delivery and financial accuracy. Focus on resolving complex booking challenges, up-selling products, and maintaining exceptional service standards within a unique zoo environment.

Location: Must be based in Sydney, Australia (Onsite at Taronga Zoo)

Salary: $73,008 annual package (includes base salary $64,415 + 12% superannuation)

Company

hirify.global is a leading conservation organization operating iconic zoos in Sydney and Dubbo.

What you will do

• Provide professional responses to customer enquiries via phone and email.
• Manage accommodation reservations and identify up-selling or cross-selling opportunities.
• Handle payments, accurate quoting, and end-of-day financial reconciliation.
• Maintain strong attention to detail when inputting data into internal systems.
• Build and maintain relationships with internal and external stakeholders.
• Assist with the training and onboarding of new staff members.

Requirements

• Must be based in Sydney, Australia and able to work onsite at Taronga Zoo.
• Must hold a current paid NSW Working with Children Check (WWCC).
• Minimum 12 months experience in a reservations role, preferably in accommodation.
• Demonstrated experience in a contact centre or administrative environment.
• Strong computer literacy, including Microsoft Office suite.
• Excellent verbal and written communication skills.

Nice to have

• Prior knowledge of the OPERA booking system.

Culture & Benefits

• Complimentary family and friends passes for Sydney and Dubbo Zoos.
• Discounted accommodation, food, and beverage purchases across sites.
• Free onsite car parking outside of peak periods.
• Discounted Fitness Passport.
• Social team environment with active involvement in zoo activities.

Hiring process

• Submission of resume and a one-page cover letter.
• Completion of two target questions regarding booking error resolution and handling complex customer situations.