Customer Support Representative

About DJ City

DJ City is one of Australia's leading retailers of DJ, Pro Audio, Studio, Lighting, Hi-Fi and Musical Instrument equipment.

We've helped everyone from hobbyists and content creators to professional DJs, musicians, venues, production companies and installers find the right gear and support. As we continue to grow, we're looking for a Customer Support Specialist to join our Head Office team in Dandenong South.

This role is ideal for someone who genuinely understands the products we sell and enjoys helping people solve problems. Whether your background comes from music retail, live events, studio recording, audio installation, lighting, production, or simply being a passionate enthusiast, we'd like to hear from you.

About the Role

You'll be responsible for supporting customers throughout their post-purchase journey, ensuring they receive prompt, professional and effective support.

The role is heavily focused on order management, customer enquiries, troubleshooting and issue resolution. While our sales team handles most product recommendations and sales enquiries, you'll be the person helping customers when they need assistance after placing an order.

You'll work closely with our warehouse, purchasing, sales and supplier teams to ensure customers feel heard, informed and well looked after.

Key Responsibilities

• Respond to customer enquiries via phone and email
• Manage order-related enquiries, updates and issues
• Assist customers with troubleshooting and product-related questions
• Process returns, warranty claims and service requests
• Liaise with suppliers, freight companies and internal teams
• Maintain accurate customer records and case notes
• Resolve issues efficiently while delivering an outstanding customer experience
• Contribute to continuous improvement of customer support processes

About You

We're looking for someone with strong communication skills and genuine experience with the products and industries we serve.

Essential Requirements

• Experience with at least one of the following:

Professional Audio

DJ Equipment

Studio Recording

Hi-Fi

Lighting Equipment

Live Sound or

Event Production

• Previous experience in a customer-facing role such as retail, hospitality, events, sales, technical support, customer service or similar
• Strong written and verbal communication skills
• Professional, friendly and patient approach when dealing with customers
• Strong problem-solving skills and attention to detail
• Ability to learn new systems and processes quickly
• Available to work full-time onsite at our Dandenong South Head Office

Highly Regarded

• Previous customer service or customer support experience
• Experience handling phone and email enquiries
• Experience processing warranties, repairs or returns
• Technical troubleshooting experience
• Experience using CRM or ticketing systems
• Experience with Odoo
• Commercial experience within music, audio, production or entertainment technology industries

What Success Looks Like

Within your first 6–12 months, you will:

• Deliver consistently high levels of customer satisfaction
• Maintain strong response and resolution times
• Resolve customer issues professionally and efficiently
• Develop broad product knowledge across the DJ City range
• Become a trusted and reliable member of the support team

Why Join DJ City?

• Staff discounts on leading brands
• Ongoing product and industry training
• Exposure to world-leading DJ, audio, studio and lighting technology
• Career development opportunities within a growing Australian business
• Supportive team culture with passionate and knowledgeable colleagues
• Work in an industry centred around music, technology and live events

If you have a passion for audio, DJ, studio, hi-fi or lighting equipment and enjoy helping customers, we'd love to hear from you.

Apply now and tell us about your experience with the products and industries we serve.