Customer Care Officer
Core
Frontline customer care officer handling inbound calls for animal welfare enquiries, urgent rescue reports, and cruelty concerns, assessing situations and preparing detailed reports for inspectorate teams.
Role type
Customer Care Officer (Animal Welfare)
Builds
Detailed cruelty and rescue reports for legal proceedings; accurate case records and data entry.
Domain
Animal welfare / Non-profit charity
Deliverable
client delivery
Required skills
Inbound call handling, animal welfare legislation knowledge, report writing, data entry, emotional resilience, verbal animal identification, multi-system navigation, prioritization
Preferred skills
Experience in busy contact centres, problem-solving, organization, passion for animal welfare
Technologies
Internal case management systems, reporting tools
Responsibilities
Take inbound calls for general enquiries, rescue reports, and cruelty concerns; Apply animal welfare legislation to assess and prioritize cases; Prepare detailed reports for Inspectorate teams; Complete administrative tasks like scheduling and file creation; Collaborate with Dispatchers, Team Leaders, and Inspectors; Provide compassionate support to distressed callers; Ensure accurate data entry and records management; Identify and describe animals verbally and visually.
Seniority
Entry to Mid-level, frontline IC