Introduction
The Guest Experience Officer – Contact Centre role at Taronga Conservation Society Australia helps visitors plan and manage their zoo experiences. The team handles phone and email enquiries covering memberships, accommodation, tourism, education and general bookings. Good service in this setting includes accurate information, suitable products and careful handling of bookings and transactions.
When planning how to apply for Guest Experience Officer – Contact Centre, prepare a resume, a one-page cover letter and answers to the two target questions. One answer needs a complex customer enquiry that required investigation beyond a standard process. The other needs a high-volume situation where accuracy mattered, including an error you identified or prevented.
These casual positions are at Taronga Zoo Sydney and can be rostered seven days a week, including public holidays. Choose examples that explain the questions you asked, the systems you used and the effect on the customer. A clear account of your decisions will help the reader understand how you balance responsive service with booking and payment accuracy.
View the official job ad and keep its application instructions open while you plan.
Guest Experience Officer – Contact Centre role snapshot
| Role | Guest Experience Officer – Contact Centre |
| Organisation | Taronga Conservation Society Australia |
| Location | Taronga Zoo Sydney |
| Employment | Casual positions |
| Salary or remuneration | $33.57 per hour, advertised Guest Experience Officer rate under the TCSA Wages Employees Award |
| Job ID | 603476 |
| Closing date | 11:59 pm, Sunday 18 October 2026 |
NSW Government application requirements
Use the one-page letter for your overall fit, then give the two question responses enough detail to show your investigation, accuracy and results.
Application requirements for Guest Experience Officer – Contact Centre
- Resume
- Cover letter, one page
- Responses to two target questions
Keep the one-page letter focused on your fit for phone and email service. In the two answers, show the steps you took, the information you checked and the outcome for the customer. Follow the portal’s response limits.
Role conditions and qualifications
- Current Working with Children Check, obtained at your own expense
- Casual roster can cover seven days a week between 8.45 am and 5.06 pm, including public holidays
Application question 1
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
Use one enquiry that genuinely needed investigation. Work through the customer’s issue, your questions, the checks or consultations and the resolution in a clear sequence. Include the customer outcome and a useful lesson about handling a similar enquiry.
Application question 2
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
Describe the workload and the information you were responsible for, then explain the prioritisation and checks you used. Give a specific error you caught or prevented and show why it mattered to the customer, team or organisation. Keep the example focused on your actions during the busy period.
Candidate evidence for Guest Experience Officer – Contact Centre
Handle Taronga visitor enquiries by phone and email, support memberships and bookings, and maintain accurate customer, reservation and transaction information. The evidence areas below help you choose examples for that work.
| Requirement or evidence area | How to demonstrate it |
|---|---|
| Phone and email customer service | Explain how you understood a visitor or customer’s needs and provided a clear, timely response through the relevant channel. |
| Adaptability to customer needs | Describe a changing or unusual enquiry and how you adjusted your response while maintaining service standards. |
| Phone systems, Microsoft tools and booking systems | Name the systems you know and explain how you learned or used them accurately; Centaman or OPERA experience is desirable. |
| A friendly, constructive approach | Use a customer interaction to show patient listening, practical help and ownership of the next action. |
| Booking and transaction accuracy | Show how you checked information, handled quoting or payments and caught an error during a busy workload. |
| Investigation and stakeholder coordination | Explain which resources or people you consulted to resolve a complex enquiry and how you kept the customer informed. |
Example application structure for Guest Experience Officer – Contact Centre
Prepare the resume, one-page cover letter and two target-question responses. Keep the letter concise and use the answers for detailed evidence of customer resolution and accuracy.
| Application section | What to include |
|---|---|
| Opening | Introduce your phone, email or booking-service experience and interest in helping Taronga visitors. |
| Systems and service fit | Briefly describe your computer skills, adaptability and experience supporting customer enquiries or reservations. |
| Check and availability | State your Working with Children Check position and availability for the casual roster. |
| Closing | Keep the letter to one page and let the two answers explain your detailed examples. |
Before you submit
Read both answers against every part of the question. Include the investigation and learning in the first, and a specific error identified or prevented in the second. Check the one-page letter, any form limits, your Working with Children Check and roster availability before submitting by 11:59 pm on 18 October.
Return to the official vacancy for the final document and deadline check.
Help with your Guest Experience Officer – Contact Centre application
If you want help organising your own evidence and preparing the written documents, request application support from Team 3Thirty. Bring the vacancy and your current CV so the application can address the work you have actually done.