Job Description
Description/n /n Come shape the future of education with us. /n At Compass, we’re on a mission to transform the school day for everyone
- from staff and students to families and administrators. We build smart, seamless technology that empowers schools to focus on what really matters: learning, growing and thriving. /n Thousands of schools rely on Compass every day to run their operations. When they need help, our Contact Centre is the front line and the experience we deliver matters. /n We’re looking for Contact Centre Agent to join our Contact Centre team and help schools get the most out of the Compass platform. /n

About the Role
& Team /n Reporting to one of our Contact Centre Team Leaders, the Contact Centre Agents provides comprehensive support to schools using Compass across multiple jurisdictions. /n You’ll assist schools through phone, live chat and email, helping them resolve issues, understand the platform and get the most value from Compass . /n This is a role for someone who enjoys helping people, solving problems and working in a fast-paced environment where customer experience is everything. /n

What you'll do
/n /n
- Deliver great customer support by responding to enquiries across phone, email and live chat, helping schools find the right solutions quickly and clearly. /n
- Resolve issues first time where possible, taking the time to understand each customer’s needs and following up promptly when further investigation is required. /n
- Work collaboratively with your team and other departments to deliver the best outcomes for customers. /n
- Stay curious and keep learning, building your knowledge of the Compass platform and updates so you can confidently support schools. /n




- Contribute to a positive team culture by celebrating wins, supporting colleagues and actively participating in training and development opportunities. /n
- Capture and share customer feedback so it can be used to improve products, services and support processes. /n
- Meet service standards and performance targets, including response times, quality scores and customer satisfaction metrics. /n
- Maintain accurate records in internal systems to ensure customer interactions and follow-ups are well documented. /n
- Identify risks or recurring issues early and escalate them appropriately to your Team Leader. /n /n /n Requirements/n /n About You /n You’re someone who enjoys helping people, stays calm under pressure and takes pride in delivering high-quality customer service. /n You also bring: /n /n
- 2+ years' experience in customer or member service, ideally within a contact centre or customer service environment /n
- Strong communication skills and a talent for building positive relationships with customers /n
- Confidence solving problems and investigating issues to find the right solution /n
- The ability to manage multiple enquiries and prioritise your workload in a fast-paced environment /n
- Experience supporting customers across phone, live chat, email and other omni channels /n
- A proactive approach to learning current systems and product features /n




- A team-focused mindset and a genuine commitment to great customer outcomes /n
- Flexibility to work a rotating roster between 7am and 8pm AEST (most shifts fall within business hours) /n /n /n Benefits/n /n What’s in it for you? /n You’ll join a purpose-driven company at a genuinely exciting stage of growth, with the opportunity to directly influence the performance of our support function. /n

What we offer
/n /n
- Learning and development opportunities, including a dedicated PD budget. /n
- 24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone and live chat support. /n
- A parental leave program for both primary and secondary carers. /n
- A supportive, inclusive culture where your voice is valued and heard. /n
- The environment to grow alongside a fast-moving, ambitious organisation. /n
- Hybrid working after 4–5 weeks of trainer-led onboarding /n /n Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees. /n Prior to commencing employment, you’ll need: /n /n
- A valid Employee Working With Children Check /n
- A satisfactory National Police Check /n
- Verification of unrestricted work rights in Australia (e.g. citizenship, passport or birth certificate) /n /n Ready to make a difference? /n If you enjoy solving problems, helping people and working in a supportive, fast-paced team, we’d love to hear from you. /n Apply now and help us build the foundations that empower schools to focus on what matters most: teaching and learning. /n Find out more about Compass on our website
- https://www.compass.education/.

📌 Contact Centre Agent (Melbourne)
🏢 Compass Education
📍 Melbourne