About Odyssey Gaming Services
Odyssey is a trusted technology partner to gaming venues across Australia, delivering innovative solutions that help customers improve performance, efficiency and growth.
Proudly part of Federal Group, Odyssey combines industry expertise with a strong focus on customer service, innovation and long-term partnerships.

We are seeking a Customer Experience Representative to join our Customer Experience team. As the first point of contact for customers, you'll play a key role in delivering exceptional service and support across a multichannel contact centre setting. This is an opportunity to make a genuine difference by helping customers solve problems, navigate solutions and enjoy a seamless experience with Odyssey.

What can you expect from a day in this role?
This role offers a unique opportunity to transition from a venue-based customer service environment into a professional office-based career while still doing what you do best, helping customers. Working as part of a balanced rotating roster that includes both in-office and work-from-home days, you'll enjoy flexibility while remaining connected to a supportive team environment.

To set you up for success, you'll complete a comprehensive six-week, office-based onboarding and training program covering Odyssey's products and services. If you've worked alongside Odyssey Customer Experience Representatives in gaming venues, this is a natural next step towards a long-term career in customer experience and the gaming industry.

No two days are the same. You'll support customers across a range of communication channels, responding to enquiries, resolving issues and providing guidance on Odyssey's products and services. Working closely with colleagues across the business, you'll help find solutions, simplify complex information and ensure customers receive timely, accurate and personalised support.





What will you bring to the role?
You'll be a customer-focused qualified who enjoys helping people and takes pride in delivering outstanding service. You'll have strong communication skills, a proactive approach to problem solving and the ability to remain calm and adaptable in a fast-paced environment.

Previous customer service experience is essential. Experience gained in gaming, hospitality or venue-based environments will be highly regarded, as will experience in contact centres, helpdesk or technical support roles. You'll be a collaborative team player who is eager to learn, open to feedback and committed to creating positive experiences with every customer interaction.

Why join Odyssey?
In return, you'll enjoy:
• A structured six-week onboarding and training program designed to set you up for success.
• A balanced rotating roster with a mix of office-based and work-from-home days following your training period.
• Ongoing learning, development and career pathways across Odyssey and the broader Federal Group.
• The opportunity to work with industry-leading technology solutions while delivering exceptional customer experiences.
• A supportive, collaborative team culture focused on growth, continuous improvement and exceptional customer experiences.
• Modern Hamilton offices with free onsite parking and an onsite café.
• Quarterly food van on site for all team members!

Interested?
If this sounds like the right opportunity for you, click “Apply” to submit your resume.

For a confidential discussion, please contact Sofie Lannoy, Talent Acquisition Specialist, at ••••@federalgroup.com.au

If this role isn’t quite the right fit, but you’re interested in opportunities across Federal Hospitality, we encourage you to explore our current vacancies on our careers website: www.federalhospitalitycareers.com.au.

📌 Customer Experience Representative (Hamilton)
🏢 Odyssey Gaming
📍 Hamilton