Customer Support Officer

Compass Education

Customer Support Officer assisting schools with the Compass platform through phone, email, and chat. Engaging in problem-solving and maintaining customer satisfaction in a fast-paced environment.

Posted 4/27/2026full-timeHawthorn • 🇦🇺 AustraliaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

**About You **
You’re someone who enjoys helping people, stays calm under pressure and takes pride in delivering high-quality customer service.
You also bring:
- 2+ years’ experience in customer/member service roles within a contact centre or similar support environment.
- Strong communication skills and the ability to build positive relationships with customers.
- Confidence solving problems and investigating issues to find the right solution.
- A proactive approach to learning new systems and product features.
- The ability to manage multiple enquiries and prioritise tasks in a fast-paced environment.
- A team-focused mindset with a strong commitment to customer outcomes.
- Flexibility to work a rotational roster between the hours of 7am to 8pm AEST.

Benefits

Comp & perks

**What’s in it for you?**
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.
What we offer:
- Learning and development opportunities, including a dedicated PD budget.
- 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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceproblem solvingissue resolutionrecord keepingperformance metricsenquiry managementservice standardscustomer feedback analysissupport processesproduct knowledge

Soft Skills

communicationrelationship buildingteam collaborationproactive learningtask prioritizationcalm under pressureflexibilitycommitment to customer outcomespositive team culturesupportive attitude