Contact Centre Representative @ Bounce Support Office

Bounceinc; Melbourne; On-site; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Free BOUNCE Passes

Free snacks

Free street parking

Café Discounts

Mental Health & Wellbeing Support

Job summary

BOUNCE is seeking a dynamic Contact Centre Representative to be the voice of the brand. You’ll connect with guests by phone, email, and webchat, turn inquiries into moments that matter, and build genuine connections with care.

You’ll work 9 AM–7 PM, Monday–Friday, with one weekend shift per week, and contribute to a high‑performance, customer‑first culture. If you’re tech‑savvy, resilient, and ready to own your impact, join us.

Qualifications

• 1+ years of experience in a similar role.
• Passion for people and creating meaningful connections.
• Tech‑savvy and adaptable, able to pick up new systems quickly.
• Resilient and empathetic, stays calm under pressure and cares about people.
• Strong communicator, active listener, clear in writing and speaking.
• Team player contributing to the team’s success and energy.

Responsibilities

• Engage with customers via phone, email, and webchat, providing up-to-date information and solutions.
• Navigate rostered hours between 9 AM – 7 PM, Mon–Fri, with one weekend shift per week (your chosen day).
• Work towards team targets and KPIs in a high‑performance, customer‑first culture.
• Stay solutions‑focused, multitask effectively, and maintain strong attention to detail.
• Bring a professional yet upbeat attitude to ensure a positive customer experience.

Skills

Customer service

Communication

Tech-savvy

Empathy

Team player

Multitasking

Job description

BOUNCE is more than just a workplace—it’s a movement. With over 6.5 million customers each year, 3000+ team members & 49 venues globally, we’re leading the way in action‑adventure entertainment, creating epic experiences that inspire movement, self‑expression & human connection.

At the heart of BOUNCE is our incredible team, a passionate, dynamic group that brings the magic to life every day. With world‑class customer satisfaction (NPS) and a global reputation for delivering unforgettable experiences, we’re on an exciting growth journey, expanding our impact and creating career‑defining opportunities along the way.

We believe in unlocking potential, both in our customers and our team. That means fostering a culture where you can belong, bring your talents to life, and progress your career in a fast‑paced, high‑energy environment. Our values - Unity, Accountability, Passion, and Keeping it Fresh, guide everything we do, from how we run our business to how we show up for each other.

If you’re looking for a place to unleash your talent, grow with an exciting brand, and be part of a team that’s shaping the future of fun, progression, and connection, we have an opportunity for you!

About BOUNCE

BOUNCE is more than just a workplace—it’s a movement. With over 6.5 million customers each year, 3000+ team members & 49 venues globally, we’re leading the way in action‑adventure entertainment, creating epic experiences that inspire movement, self‑expression & human connection.

At the heart of BOUNCE is our incredible team, a passionate, dynamic group that brings the magic to life every day. With world‑class customer satisfaction (NPS) and a global reputation for delivering unforgettable experiences, we’re on an exciting growth journey, expanding our impact and creating career‑defining opportunities along the way.

We believe in unlocking potential, both in our customers and our team. That means fostering a culture where you can belong, bring your talents to life, and progress your career in a fast‑paced, high‑energy environment. Our values - Unity, Accountability, Passion, and Keeping it Fresh, guide everything we do, from how we run our business to how we show up for each other.

If you’re looking for a place to unleash your talent, grow with an exciting brand, and be part of a team that’s shaping the future of fun, progression, and connection, we have an opportunity for you!

About the Role

Be the Voice of BOUNCE

We’re not your typical Contact Centre – this is a high‑energy, people‑first role for someone who’s positive, proactive, and ready to bring their A‑game every day. You’ll thrive on connecting with people, solving problems, and making sure every customer interaction leaves them feeling the love.

As a Contact Centre Representative, you’ll be the first point of contact for our guests, turning calls, emails, and chats into moments that matter. Your natural ability to build genuine connections, influence with care, and make people feel valued will be at the heart of every interaction.

How you'll make an impact

• Engage with customers via phone, email, and webchat, providing up-to-date information and solutions in real time.

• Navigate different rostered hours between 9 AM – 7 PM, Monday to Friday, with availability for one weekend shift per week(your choice of day), ensuring each customer interaction is handled with care and efficiency.

• Work towards team targets and KPIs, contributing to a high-performance, customer‑first culture.

• Stay solutions‑focused, multitask effectively, and maintain strong attention to detail.

• Bring a professional yet upbeat attitude, ensuring every customer experience is positive and engaging.

What You Bring to the Team

• 1+ years of experience in a similar role, bringing skills that help drive an epic customer experience.

• A passion for people - you’re all about creating meaningful connections and ensuring every customer’s experience is unforgettable.

• Tech‑savvy and adaptable, you pick up new systems fast and navigate digital tools with confidence.

• Resilient and empathetic, you stay cool under pressure, genuinely care about people, and bring positive energy to every interaction.

• A strong communicator, you actively listen, connect with people, and keep things clear and professional (both in person and in writing).

• A team player, you contribute to the team’s success, support your colleagues, and bring enthusiasm and drive to every shift.

• All‑in attitude, you bring your best every day, own your impact, and thrive in a fast‑paced, high‑ energy environment.

Why You’ll Love Being Part of BOUNCE

At BOUNCE, we bring high energy, high performance, and high impact to everything we do. We thrive on a team‑focused culture where collaboration, progression, and fun go hand in hand. Whether you’re inspiring customers, pushing your own limits, or shaping the future of the BOUNCE experience, you’ll be surrounded by passionate, like‑minded people who are all about making a difference.

Here’s What’s in It for You:

• Career Progression & Growth – Be supported by leadership development & personal growth programs.

• BOUNCE on Your Breaks – Our Support Office is right across from our Glen Iris venue, so you can head over for a jump on your break or after work!

• Free BOUNCE Passes – Jump, flip & fly whenever you like, plus get your friends & family involved with regular free passes!

• Career progression – Grow with us through ASCEND, our leadership development pathways.

• BOUNCE Team Academy – Learn new tricks & skills from the pros.

• A Culture That Celebrates YOU – Quarterly engagement surveys, Town Halls & recognition awards ensure your voice is heard & your efforts are celebrated.

• Culture & Engagement Calendar – We celebrate big, small, and everything in between.

• Extra Recharge Time – Enjoy a paid day off for your birthday!

• Recruitment Referral Incentives – Bring awesome talent into the team & get rewarded.

• Free snacks – Fuel up while you keep the energy high.

• Free street parking – No stress, no extra costs.

• Café Discounts – 50% off for salaried team members , because your morning coffee should be stress‑free.

• Mental Health & Wellbeing Support – Access Telus Health (EAP), including Nurse on Call, mental health resources & professional support.