Contact Centre Agent

Come shape the future of education with us.

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.

That mission has fuelled our growth into a global scale-up, now supporting 5,000+ schools across three countries, backed by a team of 300+ people. Our all-in-one school management platform is redefining how education communities connect, communicate and operate.

About the Role:

We are looking for x3 Contact Centre Agents reporting to a Contact Centre Team Leader to provide omni channel support to schools using Compass across multiple jurisdictions. You’ll assist schools through phone, live chat and email, helping them resolve issues, understand the platform and get the most value from Compass.

This is a role for someone who enjoys helping people, solving problems and working in a fast-paced environment where customer experience is everything.

*Please note: These are part-time positions, working 25 hours per week, Monday to Friday. Flexibility to work additional hours during February to support our peak period.*

Requirements

What you’ll do:

• Deliver great customer support by responding to enquiries across phone, email and live chat, helping schools find the right solutions quickly and clearly.
• Resolve issues first time where possible, taking the time to understand each customer’s needs and following up promptly when further investigation is required.
• Work collaboratively with your team and other departments to deliver the best outcomes for customers.
• Stay curious and keep learning, building your knowledge of the Compass platform and updates so you can confidently support schools.
• Contribute to a positive team culture by celebrating wins, supporting colleagues and actively participating in training and development opportunities.
• Capture and share customer feedback so it can be used to improve products, services and support processes.
• Meet service standards and performance targets, including response times, quality scores and customer satisfaction metrics.
• Maintain accurate records in internal systems to ensure customer interactions and follow-ups are well documented.
• Identify risks or recurring issues early and escalate them appropriately to your Team Leader.

About You:

You’re someone who enjoys helping people, stays calm under pressure and takes pride in delivering high-quality customer service.

• 2+ years’ experience in a Contact Centre environment supporting customers across phone, live chat and email
• Strong communication skills and a talent for building positive relationships with customers
• Proven ability to solve customer problems and investigate issues to find the right solution
• The ability to manage multiple chat enquiries and prioritise your workload in a fast-paced environment
• A proactive approach to learning new systems and product features
• A team-focused mindset and a genuine commitment to great customer outcomes

Benefits

Why Join Compass?

You'll join a purpose-driven company at a genuinely exciting stage of growth, with the opportunity to make a real impact on education at scale.

What we offer:

• Brand new office floor with sit-stand desks located close to a train station, tram stop and parking
• Hybrid working after completing training
• Learning and development opportunities, including a dedicated PD budget.
• In office snack bar with soft drinks and a barista coffee machine
• 24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone and live chat support.
• A parental leave program for both primary and secondary carers.
• A supportive, inclusive culture where your voice is valued and heard.
• The environment to grow alongside a fast-moving, ambitious organisation

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.

Prior to Commencing Employment, You'll Need

• A valid Employee Working With Children Check
• A satisfactory National Police Check
• Verification of unrestricted work rights in Australia (e.g. citizenship, passport or birth certificate)

Ready to Apply?

If you're excited about turning financial insights into smarter business decisions and helping shape the future of Finance through AI and automation we'd love to hear from you.

Find out more about Compass on our website: www.compass.education.