About AWL
Animal Welfare League (AWL) is a leading not-for-profit organisation dedicated to improving the lives of companion animals and the people who care for them. We provide animal sheltering, veterinary services, adoptions, pet cremation, boarding, and foster care across South Australia. We connect pets, people and community through high-quality services, social enterprise initiatives and evidence-based animal welfare practices.
About the Role
As a Customer Engagement Officer, you will be responsible for providing exceptional customer experience to supporters and team members of AWL by using agreed messages and answers to respond to initial and ongoing enquiries via multiple channels. You will report to the Customer Engagement Manager and be a key member of the Community Engagement and Support Team.
Key Responsibilities
· Being a point of contact for AWL Customer Facing inquiries.
· Delivering a positive customer experience by exercising a high degree of judgment and initiative focused on first point of contact resolution
· Provide value by accurately delivering administrative support.
· Maintain databases with complete accuracy, including, but not limited to; payment transactions, regular gifts, appeal donations, supporter details, return to sender mail, etc.
· Being a first point of contact for AWL phone calls, inbound messages and emails
· using good communication and service skills, including the ability to interact with a diverse range of people, to ensure customers have positive experience.
About You
· Experience in a customer focused role
· Demonstrated understanding of customer expectations and needs
· Ability to manage a high volume of customer enquiries
· Strong listening skills, and an engaging communication style and proven ability to determine customer needs
· Ability to learn, organise and prioritise work
· Intermediate computer literacy, including understanding and previous experience using telephone systems and databases
· Ability to communicate with individuals at all levels of the organisation
· Willingness to work with others to achieve shared objectives
· Experience in Face-to-Face customer support and sales an advantage
· Intermediate computer literacy, including understanding and previous experience using telephone systems and databases.
· Ability to communicate with individuals at all levels of the organisation.
· Willingness to work with others to achieve shared objectives.
What We Offer
· A passionate, values-driven culture committed to impact and innovation.
· The chance to make a real difference for animals and communities across SA.
To apply, please submit your resume and cover letter via the Apply Now button. For a confidential conversation about the role, contact: Stephanie Burford at Stephanie.Burford@awl.org.au
