Customer Service Representative

Customer Service Representative – Matrix Education

Reports To: Customer Service Manager

Location: Bella Vista, Chatswood, Epping, Hurstville, Parramatta, Strathfield, Sydney

CBD (minimum accessibility requirement: 2 campus locations)

Arrangement: Casual, On-site (minimum availability of 3 to 4 days per week, including

at least one weekend shift). Perfect for students!

About Matrix Education

Matrix Education is Australia’s leading tuition college for students from Year 3 to Year

12. With over 25 years of experience, we’ve helped tens of thousands of students

achieve their academic goals. As we enter an exciting new phase of nationwide growth,

we remain driven by our Big Hairy Audacious Goal: to be the second school that

students and parents can depend on.

We aim to deliver remarkable academic learning experiences, caring customer support

and measurable outcomes that enhance every student’s success.

Position Overview

As a Customer Service Representative, you will own the frontline customer service

activities by providing a range of administrative services to our customers, contributing

to continuously improving processes to satisfy customer needs, and building and

maintaining strong relationships with our students, parents, and teachers.

You will report to the Customer Service Manager, you will act as a bridge between the

business strategy and execution, to deliver an exceptional customer experience. You

will support the Customer Service Manager with improving Matrix processes by

identifying, investigating and escalating problems, and maintaining solutions.

Key Responsibilities

Customer Experience

● Act as the face of Matrix Education, by being the first point of contact for external

customers (students and parents), and internal customers (teachers and tutors);

● Managing all inbound and outbound customer enquiries across multiple

communication channels including phones, emails, live chat, social media, and

in-person enquiries;

● Independently resolve complex customer cases relating to enrolments,

timetabling, billing, retention, and campus operations;

● Manage customer data by ensuring accurate capture, verification, classification,

and ongoing maintenance of customer profiles and enrolment records in

compliance with privacy laws and organizational standards;

● Own the end-to-end enrolment process from booking trial lessons, responding to

enrolment enquiries, converting new customers, and retaining existing

customers;

● Collaborate with cross-functional teams to drive impactful customer capture and

retention initiatives;

● Manage the day-to-day operations of your rostered Matrix campus including

completing any ad-hoc administrative duties.

Qualifications and Experience

● Minimum two years experience in a customer service or service delivery role

within a high-volume, consumer-focused environment.

● Minimum one year experience using CRM systems (Salesforce, Zendesk, and

Intercom are preferred).

● Proven ability to multi-task across multiple channels and activities (phone, live

chat, email, and campus-based interactions).

● Proven ability to handle customer and operational escalations, resolving issues

efficiently while maintaining strong relationships with students, parents, and

internal stakeholders.

● Strong attention to detail and process, particularly when managing sensitive

customer data and information.

● Outstanding verbal and written communication skills, with a confident, polite and

friendly approachable demeanor.

● Highly organised, reliable, and calm under pressure, with the ability to manage

competing priorities in a fast-paced environment.

● A genuine commitment to delivering an exceptional experience for Matrix

students and parents.

Apply below, or email your cover letter and resume to jobs@matrix.edu.au.