Summary

This role will liaise with our range of ‘Customers’, ensuring a seamless end to end experience. From students of all ages and teachers, to corporates, donors, and the general public, the Customer Experience Co-ordinator will engage the Customer, processing all data, answering queries and seeking feedback, organically improving advocacy.

This position is critical to the ongoing engagement of Earthwatch donors and growth of our donor supporter base. This role requires great people, communication and multi-tasking skills as it works across the Operations & Programs Teams.

Excellent Customer service skills, super organised with a can-do attitude and a keen interest in the environment? If so, we’re excited in what you can bring to our team.

About you

You’re a natural people person and it shows. You consider your organisational and customer service skills to be key strengths, always willing to go the extra mile.

You’re confident in using CRMs and Office 365. Your attention to detail is second to none. You thrive in a fast-paced role and embrace change, maintaining a calm nature and logical approach when managing competing demands.

You successfully work autonomously as well as effectively within a small team environment. You’re keen to be supported by other high performing colleagues, within a culture that promotes collaboration, outside the box thinking and a great work-life balance.

KEY ACCOUNTABILITIES

• Customer engagement
• Growth & advocacy
• CRM & Office365 administration
• Program & event delivery support
• Other duties

Customer Engagement

• Work with the Chief Operating Officer to define and deliver an end-to-end customer journey for all customer types, which includes:
  
  • Schools: teachers and students who participate via educational events and programs
  • Fellows: students and corporate employees who participate in (funded) Australian and overseas experiences
  • Participants: who book a retail experience (Australia/overseas)
  • Supporters: people who make donations/fundraise for us
  • Work with the Operations team to promote and recruit for expedition opportunities (funded and retail)
  • Work with the Programs Team to develop and implement selection processes for competitive placements
  • Ensure seamless end to end customer service from application to feedback co-ordination, to ensure repeat business and donor conversion
  • Ensure feedback is effectively captured, actioned, shared and published
  • Assist with post fielding reports in conjunction with the Programs Team
  • Liaise with Earthwatch international offices to continually improve and quality assure the customer journey of our experiences

Growth & Advocacy

• Promote Earthwatch expeditions to increase impact & sales
  
  • Assist in the design and of marketing collateral to promote the sale of expeditions
  • Liaise closely with the US team to ensure that all customer queries be effectively fielded
  • Work with US team and Digital Marketing Coordinator to ensure ‘at risk’ teams are proactively identified and marketed to avoid cancellations
  • Achieve a minimum of 20 bookings per calendar year on overseas expeditions and fill Australian expedition quotas
• Execute successful appeal campaigns to increase income and supporter base
• Work with the Operations team to:
  
  • Establish achievable timelines and budgets
  • Create engaging and compelling contents for socials, EDMs, letters & webpage
  • Ensure that customer queries can be fielded
  • Champion each appeal, ensuring a broad reach
  • Assist in banking and appeal reconciliations, as required

Fundraising

• Work with the CEO, COO and Digital Marketing Coordinator to:
  
  • Review current processes & establish supporter baseline/ongoing statistics
  • Brainstorm and implement an achievable & sustainable fundraising strategy

CRM Administration & Office365 Administration

• Assist with the transition to a new CRM (2024)
• Maintain database relating to customers, supporters, donations, appeals, donors, and events
• Identify and implement improvements as necessary to meet information and reporting needs
• Manage customer applications, reservations & cancellations
• Liaise with Earthwatch US to coordinate inventory of retail expeditions via CRM
• Co-ordinate and process all customer data, ensuring data privacy compliance
• Ensure that processes are effectively captured and documented

Program Support

• Work closely with the Programs and Education Teams to facilitate logistics and program delivery
• Assist in co-ordination of programs and attend field experiences as required
• Represent EW & support the co-ordination and delivery of events to a range of stakeholders in various locations
• Support the Programs Team to recruit and collate participant and volunteer data for experiences

Other Duties that Support our Mission

• Participate in staff meetings, workshops, webinars and training activities as required
• Travel to project locations if/when required
• Participate as a member of the Incident Management Team (on-call roster)
• Undertake other duties as required

The Essentials

Requirements

• Be an Australian citizen or hold a valid work visa for work in Australia
• Current Working with Children Check or willingness to obtain
• Qualification or relevant experience in Customer Service, Communications, Marketing, Fundraising, or similar
• Hold a valid Australian driver’s license

Essential Skills / Competencies

• A passion for the environment
• Demonstrable Customer Service experience
• Confident and proficient in CRM use
• Demonstrated understanding of Customer journey process mapping
• Proficient in the use of Office365
• Fundraising knowledge
• A solid understanding of data protection
• Ability to create engaging content (customer comms)
• Ability to work under pressure in a professional manner
• Strong organisational skills and excellent attention to detail
• Excellent communication skills
• Ability to work with a wide range of stakeholders

Desirable Attributes

• Design thinking approach to projects
• Experience in donor management
• Knowledge and sound understanding of environmental science and/or citizen science
• Experience in working with schools/children
• Travel experience

Key selection criteria

1. Strong Customer service experience
2. Demonstrated experience working with a CRM & Office365
3. Strong organisational skills and the ability to work proactively and to deadlines
4. A collaborative team member, who easily builds rapport and can contribute to a positive work culture

What we offer

MODE OF EMPLOYMENT:

Part-time (4 days per week, 2-year fixed term contract (with the potential to increase to full-time/permanent)

SALARY:

$65,000-$70,000, plus superannuation (in alignment with government directives) and 16 days annual leave (pro-rata)

STAFF BENEFITS:

• Staff discounts on Earthwatch worldwide expeditions
• Supportive small team environment
• Green office space in Carlton, near public transport
• Hybrid & flexible work arrangements
• Employee Assistance Program
• Salary Packaging option
• Professional Development opportunities with upskilling support
• Intra and/or interstate travel (where mutually agreed)
  

This is an evolving role in a small organisation, so it should be noted that this outline cannot be representative of the tasks list to be undertaken by the successful applicant. It is recognised that the duties of all roles can be subject to change from time to time. Alterations to duties and responsibilities within the scope of the role should be expected.

Earthwatch Australian is an equal opportunities employer and is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants. Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, all genders, young people, LGBTQI people and people with a disability are encouraged to apply. Applicants must have the right to live and work in Australia to be considered for this job.

Love the sound of this opportunity, but can’t check 100% of the boxes? Get in touch! Send your queries to [email protected], using the subject line: Customer Experience Coordinator enquiry via EthicalJobs, or call us on (03) 9016 7590.