Customer Support Representative

About DJ City

DJ City is a major Australian retailer specialising in DJ gear, pro audio, studio equipment, lighting, hi-fi and musical instruments. The business supports a wide range of customers, from hobbyists and content creators through to professional DJs, musicians, venues, production businesses and installers. As the company expands, it is hiring a Customer Support Specialist for its head office in Dandenong South.

Role Overview

This position suits someone who truly knows the kinds of products DJ City sells and enjoys guiding customers through problems after purchase. Experience from music retail, live events, recording studios, audio installation, lighting, production, or even a strong personal passion for the industry would be relevant.

You will focus on post-purchase customer care, making sure enquiries are handled quickly, professionally and effectively. The work is centred on order administration, customer communication, troubleshooting and resolving issues. Product recommendations and general sales queries are mainly handled by the sales team, while this role supports customers once an order has been placed.

You will collaborate closely with warehouse, purchasing, sales and supplier teams so customers stay informed, supported and confident throughout the process.

Key Responsibilities

• Handle customer questions by phone and email
• Manage order updates, order-related concerns and service issues
• Help customers troubleshoot products and answer product-related queries
• Coordinate returns, warranty cases and repair or service requests
• Work with suppliers, freight partners and internal departments
• Keep customer information and case records accurate and up to date
• Settle issues promptly while maintaining a high-quality customer experience
• Support the improvement of customer support workflows and procedures

About You

We are looking for someone with strong communication abilities and practical familiarity with the products and industries we serve.

Essential Requirements

• Hands-on experience in at least one of these areas: professional audio, DJ equipment, studio recording, hi-fi, lighting equipment, live sound, or event production
• Background in a customer-facing environment such as retail, hospitality, events, sales, technical support or customer service
• Clear written and spoken communication skills
• A calm, friendly and patient manner when dealing with customers
• Strong troubleshooting ability and careful attention to detail
• Comfort learning new systems and procedures quickly
• Availability to work full-time onsite at the Dandenong South head office

Highly Regarded

• Prior experience in customer service or customer support
• Confidence handling enquiries by phone and email
• Experience with warranty claims, repairs or returns processing
• Technical troubleshooting experience
• Familiarity with CRM or ticketing platforms
• Experience using Odoo
• Commercial exposure to music, audio, production or entertainment technology

What Success Looks Like

Within the first 6 to 12 months, success in this role means achieving strong customer satisfaction, keeping response and resolution times high, handling issues professionally and efficiently, building solid product knowledge across the DJ City range, and becoming a dependable part of the support team.

Why Join DJ City?

• Employee discounts across leading brands
• Regular training on products and industry developments
• Exposure to globally recognised DJ, audio, studio and lighting technology
• Opportunities to grow your career in an expanding Australian business
• A collaborative team environment with enthusiastic and knowledgeable colleagues
• A chance to work in a sector built around music, technology and live events

Additional Information

This is a full-time, onsite role based at DJ City’s head office in Dandenong South, Victoria, Australia.

Candidates with a passion for audio, DJ, studio, hi-fi or lighting equipment and a genuine interest in helping customers are encouraged to apply.

The employer is looking for applicants to describe their experience with the products and industries relevant to the role.