Customer Experience Representative – Be the Voice of Odyssey

Hamilton, Brisbane | Casual and Full Time

Odyssey Gaming Services is on the lookout for enthusiastic Customer Experience Representatives to join our Customer Operations team, with opportunities for Casual and Full-Time available.

Why This Role Matters

You won’t just be answering calls.

As the first point of contact for venues across Queensland, you will play a vital role in keeping gaming floors running smoothly. From technical troubleshooting to operational guidance, your support helps minimise downtime and delivers confidence to our venue partners.

You will be part of a highly collaborative team that takes pride in service excellence and real‑world problem solving.

What You Will Be Doing

As a Customer Experience Representative, you will:

Be the First Point of Contact

• Provide professional support to venues via inbound and outbound calls, email, and case management systems
• Respond to enquiries efficiently, clearly, and with a customer‑first mindset

Solve Problems That Matter

• Troubleshoot technical issues and investigate machine reporting variances
• Assist with venue membership queries, promotions, and incident management processes
• Escalate issues appropriately while maintaining ownership and accountability

Build Strong Venue Relationships

• Develop rapport with venue staff across Queensland
• Deliver consistent, high‑quality customer service - every interaction, every time
• Contribute to a positive, collaborative, and customer‑centric team culture

About the Role

You will work closely with gaming venues as their trusted support partner, helping them navigate both technical and operational challenges.

Our operations run 8:00am – 4:00am, seven days a week, and this role is rostered across evenings, weekends, and public holidays.

To set you up for success, we offer:

• Four weeks of dedicated training
• Ongoing coaching and performance support
• Opportunities to assist with venue training and onboarding as you grow your capability

What You Will Bring

• A passion for delivering great customer experiences
• Confidence working with technology and problem‑solving systems
• Ability to remain calm, accountable, and solution‑focused under pressure
• A collaborative approach and willingness to learn

Bonus (but not essential):

• Experience in the gaming industry or licensed venues
• Familiarity with Odyssey products and systems

Why Join Odyssey?

We back our people, because great service starts with supporting ourselves first.

• Competitive pay plus afternoon, night, weekend, and public holiday penalties
• Flexible hybrid working arrangements
• Monthly rosters released in advance
• Clear training and development pathways
• Career progression opportunities within Customer Operations and beyond
• Supportive, people‑first culture
• Free on‑street parking close to the Northshore Hamilton Ferry Terminal

Ready to Take the Call?

Applications close Monday 27 April 2026, but we’ll be reviewing candidates as they apply, so don’t wait.

For more information, contact HR@odysseygaming.com