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POSITION TITLE:Customer Service OfficerLOCATION:SPCA Christchurch CentreREPORTS TO:Customer Service Team LeaderDIRECT REPORTS:N/APURPOSE: To act as a key member of the customer service team, providing excellent customer service to customers of SPCA both in person, over the phone and via email. To support the Customer Service Team Leader as required by ensuring the efficient and effective operation of the reception area by performing a variety of duties to a high standard. KEY ACCOUNTABILITIES:KEY RESPONSIBILITIES:Customer Service Providing excellent customer service and ensuring that this is a top priority. Provide support to the reception area as required. Duties may include but are not limited to: Processing animal adoptions including discussions with potential adopters to match the right animals with the right person Welcoming walk in members of public to the SPCA, assisting them with advice, directions and other as required. Ensures that all members of the public are treated in a non-judgemental manner, with respect and empathy. Responding to telephone calls, messages and emails in a timely manner with accurate and helpful information. Promotion and sale of retail items and merchandising Ensuring that the Reception area and associated areas are kept clean and tidy at all times. Ensure that all relevant policies, plans and procedures are adhered to by customer service volunteers.AdministrationMaintains the integrity of the computer databases Ensure all documents are scanned and loaded correctly into the databases as required. Monitors the advertisement of found stray animals in SPCA care ensuring that all legal requirements are met. All necessary documentation is completed accurately and in a timely fashion. Oversee that all documentation is completed accurately for all animals, correcting any observed irregularities as soon as possible. Other administrative of office tasks as required or requested by the Customer Service Team Leader.Education/Promotion of SPCA brandMembers of the public / animal owners and carers are consistently given good advice and appropriate information which seeks to improve or maintain welfare of animal(s), whilst maintaining the image of the society as a caring organisation. Positive feedback regarding SPCA is consistently received where anticipated. SPCA ‘brand’ is protected and promoted at all times. Personal and Continuing EducationEducation opportunities are sought proactively for staff and self. Development requirements are signalled in advance to the Customer Service Team petence and skill level is maintained to perform role(s) to highest ability.Meets objectives set at annual performance review.Supports process improvement groups and projects across the organisation to improve organisational performance. Actively participates in these groups and works collaboratively with all members of staff to achieve goals. Carries out project work as requested. Actively contributes to Health & Safety A safe and healthy working environment is maintained at all times.Establish and comply with Health and Safety legislation and regulations.Take responsibility for your own health and safety and ensure no action or inaction on your own part harms others in the workplace.Contributes towards the development and implementation of policies and procedures that ensure compliance with the Health and Safety at Work Act (2015).Is aware of and can identify hazards and risks to which the organisation may be exposed and takes appropriate action accordingly. Has knowledge of and is able to apply emergency procedures.Participates as a professional and constructive member of the Christchurch Team Attends team meetings as required. Contributes towards the achievement of strategic and operational goals of the SPCA Acts professionally and non-judgmentally. Embodies the SPCA values and strives to achieve the SPCA Mission.Volunteer Support Ensures safety, support and wellbeing of volunteers working in your department Ensures duties and tasks being carried out by volunteers are being carried out in a safe and appropriate mannerProfessional in all interactions with SPCA volunteersCarries out other duties as required from time to time.Provides support and assistance to SPCA events and campaigns as requested.Duties and responsibilities described above should not be construed as a complete and exhaustive list as it is not the intention to limit the scope or the functions of the position. Duties and responsibilities can be amended from time to time by the Employer to meet any changing condition.INTERNAL FUNCTIONAL RELATIONSHIPS: All SPCA staff and ManagementVolunteers and studentsEXTERNAL FUNCTIONAL RELATIONSHIPS:Veterinary ClinicsOther Animal Welfare AgenciesAll Territorial Authority Animal Control UnitsNew Zealand PoliceAfter Hours Monitoring ServiceMembers of the PublicSupplier and contractorsPERSON SPECIFICATION:Qualifications and Experience Previous customer service experience essential.Previous animal care experience desirable.Skills and Knowledge Proficient in the use of MS Word and Outlook.Demonstrated strengths in accuracy, precision and attention to detail. Be able to demonstrate customer service standards of empathy, compassion, friendliness, respect and a willingness to help. Personal AttributesA commitment to high quality work and professionalism.Highly organised with the ability to prioritise, multi task and meet expected deadlines.Ability to manage confidential information with responsibility and integrity.Ability to manage stress and handle emotional situations while retaining empathy. Excellent written and oral communication skills.Possesses an animal welfare sensibility. Demonstrated flexibility and adaptability (will include flexibility of hours at times). ................
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