Customer Service Representative

About the Role

Are you Cool for Cats? Do you thrive in fast paced environments where no two days are the same? At Ten Lives, busy is the new happy, and we're looking for an energetic, people savvy, calm under pressure legend to join our front desk team.

We're after a Customer Service Representative who knows what great service looks like, communicates like a pro, and keeps things running smoothly when the day gets busy.

What You'll Be Doing

This role is all about people, process and presence. You'll be the first point of contact for the public and a vital support to our internal teams.

• Assisting with enquiries from people surrendering or fostering cats and kittens

• Responding to phone calls and emails professionally and promptly

• Booking appointments and managing schedules using Microsoft Outlook and our Shelter Management system (training provided).

• Processing surrenders and foster care arrangements

• Supporting our volunteers, foster carers, Op Shops and education programs

Who You'll Be Talking To

• Members of the public surrendering animals

• Ten Lives volunteers and foster carers

• Our wider community via email and phone

What You'll Need to Bring

While everyone here loves cats, that's not what gets the job done. We're looking for someone with:

• At least 3 years' experience in a high volume customer service role (retail, hospitality or similar)

• A professional, warm and sincere communication style – both written and verbal

• Strong organisational skills – the front desk gets busy, Go Go Gadget Arms a necessity

• Confidence and calm under pressure – you can prioritise, multitask and keep things moving

• A professional approach to your work and to representing Ten Lives

• Empathy and respect – for people from all walks of life and the situations they bring through the door

• Willingness to roll up your sleeves – including working directly with cats as needed

What We Offer

• Fulltime hours or negotiable

• Weekend work may be required

• Availability for occasional Saturday shifts

• Employment conditions in accordance with the Animal Care and Veterinary Services Award

• Salary and hours will be negotiated based on your qualifications and experience

Selection Criteria

To succeed in this role, you will demonstrate:

• Proven customer service excellence – At least 3 years' experience in a fast paced environment such as retail or hospitality, with the confidence to manage a busy front office and communicate clearly, professionally and sincerely across a range of channels.

• Strong organisational and interpersonal skills – The ability to multitask, prioritise and stay calm under pressure, with a warm and respectful approach to people from all walks of life. You need to be able to work the crowd.

• A professional and hands on attitude – Representing Ten Lives with integrity, showing empathy, and being prepared to roll up your sleeves to support both people and cats as needed.

How to Apply

To be considered, submit a cover letter addressing each of the selection criteria. Just a small paragraph on each is fine. (Psst! Applications without this won't go any further.)

Applications close at 5.00 pm, 2nd February