Wild Lights Administrator - Customer Service

Dublin Zoo holds the prestigious position of being one of Ireland's top Family Attractions for almost 200 years. We are a conservation charity. Our purpose is to save wildlife and inspire a passion for nature - one person, one family at a time. All members of the Dublin Zoo team are expected to uphold CARE Values.

We're looking for a customer-focused, highly organised, and efficient Wild Lights Customer Service Administrator to join our team for the seasonal Wild Lights event. This role is essential in providing exceptional customer service to visitors, as well as resolving event and general enquiries in a timely manner and ensuring the smooth operation of our seasonal Wild Lights customer experience. The successful candidate will have excellent communication skills, a problem-solving attitude, and a passion for delivering great service to our visitors.

THIS IS A FIXED TERM CONTRACT ROLE.

Key Responsibilities:

Ticketing:

• Assist customers with booking Wild Lights tickets through various channels (phone, email, website).
• Process individual and group bookings, from start to finish, and provide event details to customers.
• Handle booking tasks, including date changes and cancellation requests, ensuring customer satisfaction.
• Ensure that customer data is accurately recorded and managed in the booking system and work with colleagues in Finance to provide payment records as requested.
• Customer Inquiries:
• Act as the first point of contact for customer queries and provide clear and helpful information regarding event details, timings, pricing, and accessibility, and similar.
• Respond promptly to inquiries via email or phone, in line with expected response times.
• Resolve any issues or complaints efficiently, ensuring that all visitors have a positive experience, and escalate complaints where necessary.
• Liaise with the Commercial Operations team to communicate visitor needs and ensure service excellence.
• Covering reception when needed.

Essential Skills:

• Proven experience in a customer service or administrative role, ideally in a fast-paced or event setting.
• Excellent communication skills, both written and verbal, and strong problem-solving abilities with a focus on customer satisfaction.
• Friendly, approachable demeanour with a passion for delivering exceptional customer service.
• Ability to remain calm under pressure and handle difficult situations with professionalism.
• Availability to work evenings and weekends during the Wild Lights event.
• Ability to support the wider customer service team with tasks when requested by line manager.

Desirable Skills:

• Experience using ticketing software or CRM or EPOS systems (training will be provided).
• Previous experience working in a customer-facing role within the tourism and events sector.
• Interest in wildlife conservation and commercial operations.

• Bike to work scheme
• Company pension
• Employee assistance program
• Employee discount
• On-site parking
• Sick pay
• Store discount