Customer Experience Officer

at The Lost Dogs Home
Published August 28, 2023
Location Melbourne, Australia
Category Customer Service  
Job Type Full-time  


Customer Experience Officer The Lost Dogs Home location Melbourne.

About us The Lost Dogs' Home is one of the country's largest animal welfare organisations, caring for up to 14,000 cats and dogs each year. We pride ourselves on employing dedicated individuals who demonstrate a strong commitment to animal welfare, shelter medicine, community education, and the cause.

About the role we are looking for two new team members to join our Customer Experience Team in North Melbourne. One position will be employed on a full-time basis. The second role is a part-time role at approximately 42 hours per fortnight. The part-time applicant must be available to work three out of every four Saturdays per month.

In this varied role, you will be responsible for providing a high level of customer service to members of the public who are visiting the The Lost Dogs' Home for a multitude of reasons, including fostering, adopting, reclaiming animals, looking for lost pets, surrendering, and so on.

This is a unique opportunity to bring your customer service skills to a challenging, yet rewarding role. You will play a role in helping lost pets be reunited with their owners and will also assist potential adopters find their perfect pet to take home. This role is a mixture of fast-paced customer service, administration, and some animal handling.

Some key responsibilities are providing excellent customer service aligned with the organisation's values, to all members of the public visiting The Lost Dogs' Home. Administration tasks including recording all relevant information, ensuring the integrity of information entered into our systems, adhering to legislation, writing/updating adoption profiles, communicating with councils, and ad hoc duties.

Receiving incoming calls in a professional, friendly manner, screening and directing calls to appropriate stakeholders, answering general enquiries regarding shelter operations (adoptions, lost/found animal information). General husbandry of cats and dogs, including microchip checks, transferring from carriers to crates/pods, occasional cleaning, feeding & exercising.

Educating the public about responsible pet ownership and maintaining the health and well-being of their pets. Assisting in reuniting animals with their owners through actively trying to contact the owner. Guiding potential adopters through the adoption process, including facilitating the meet and greets with our adoption animals. Processing financial transactions as required and undertaking daily banking procedures to balance.

About you, you are an individual who thrives in a fast-paced environment. You will bring energy, enthusiasm, and passion for customer-centric service and animal welfare to a dynamic and unique team.  You will be comfortable handling animals and have a basic knowledge of animal behaviour, and will feel comfortable handling customer de-escalations. You will be flexible and available to work on weekdays, weekends (rotating roster), and public holidays. You must be able to work Saturday's.

You will also have extensive customer service experience (essential). Sound animal handling skills and confidence handling dogs and cats of different breeds (essential). Interest and passion for animal welfare in a shelter setting. Proven ability to work both autonomously and within a team.

Experience with systems and databases (Zendesk experience well-regarded). Excellent written and verbal communication skills. Sound emotional maturity and ethics regarding animals and their welfare.

What you will get in return fantastic career development and opportunities in the animal welfare field. Hourly rate $26.18 (exclusive of superannuation and penalty rates). Discounts at our vet clinic, Frank Samways Veterinary Clinic. Access to our Employee Assistance Program and onsite counselling service. Paid parental leave entitlements. Access to our Foster Care Program. A unique and friendly working environment, regular social activities organised by the social club.

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