Contact Centre Agent

About the role

Join Compass's Contact Centre to support schools using the Compass platform. You will assist via phone, live chat and email, helping customers resolve issues and maximise the value of the service.

Key responsibilities

• Respond to enquiries across phone, email and live chat, delivering clear solutions.
• Resolve issues on the first contact where possible and follow up when further investigation is needed.
• Collaborate with team members and other departments to achieve the best outcomes for customers.
• Capture and share customer feedback to improve products and support processes.
• Maintain accurate records of interactions and escalations.

Required profile

• 2+ years experience in customer or member service, preferably in a contact centre.
• Strong communication skills and ability to build positive relationships.
• Calm under pressure with a focus on high‑quality service.
• Proven problem‑solving and investigative abilities.
• Ability to manage multiple enquiries and prioritise workload in a fast‑paced environment.
• Experience supporting customers via phone, live chat, email and other omni‑channel tools.
• Proactive approach to learning new systems and product features.
• Team‑focused mindset and commitment to great customer outcomes.
• Flexibility to work a rotating roster between 7 am and 8 pm AEST.

What we offer

• Learning and development opportunities with a dedicated PD budget.
• 24/7 Employee Assistance Program (EAP) access.
• Parental leave program for primary and secondary carers.
• Supportive, inclusive culture where your voice is valued.
• Hybrid working after 4‑5 weeks of trainer‑led onboarding.