Hobbies Direct Customer Service Representative

Hobbies Direct; Geelong; On-site; AUD 55,000 - 65,000; Full time

Job summary

Hobbies Direct in Geelong is seeking a Customer Service Representative to help hobbyists find the right products and guide them through their order journey.

You will work across customer service, retail support and order administration, responding by phone, email and live chat, and providing clear product advice and solutions. Knowledge of RC products is highly valued, with a willingness to learn and grow with the team.

Qualifications

• Experience in Customer Service communicating with customers over the phone and in writing.
• Helpful, customer-focused approach and confidence recommending suitable products.
• Knowledge of RC vehicles, spare parts and hobby products, or a strong willingness to learn.
• Strong organisational skills and attention to detail.

Responsibilities

• Respond to customer enquiries by phone, email and live chat.
• Provide helpful product advice, recommendations and basic troubleshooting.
• Assist customers with orders, delivery tracking and website navigation.
• Recommend suitable parts, accessories and upgrades.
• Deliver friendly, accurate and timely customer service.
• Assist with special orders, backorders and order changes.

Skills

Customer service

Communication

Problem solving

Product knowledge

Tools

CRM systems

Job description

Hobbies Direct Customer Service Representative

Turn your passion for RC and hobby products into a customer service career with one of Australia’s leading hobby retailers.

Hobbies Direct is looking for an enthusiastic experienced Customer Service Representative to join our growing team in Geelong.

This is a varied customer service role focused on helping hobbyists find the right products, providing clear product advice and supporting customers throughout their order journey.

The ideal person will be a confident communicator who enjoys helping customers, solving problems and providing friendly, accurate support. Knowledge of RC vehicles and hobby products would be highly regarded, but a genuine interest and willingness to learn are just as important.

About the role

You’ll work across customer service, retail support and order administration.

Customer service and retail sales

• Respond to customer enquiries by phone, email and live chat
• Provide helpful product advice, recommendations and basic troubleshooting
• Assist customers with orders, delivery tracking and website navigation
• Recommend suitable parts, accessories and upgrades
• Deliver friendly, accurate and timely customer service

Order support and administration

• Assist with special orders, backorders and order changes
• Collect initial information for warranty and product claims
• Maintain accurate customer, account and order records
• Work closely with our retail, warehouse, purchasing, customer service and warranty teams

What we’re looking for

• Experience in Customer Service communicating with customers over the phone and in writing
• A helpful, customer-focused approach and confidence recommending suitable products
• Knowledge of RC vehicles, spare parts and hobby products, or a strong willingness to learn
• Strong organisational skills and attention to detail
• The ability to manage competing priorities in a fast-paced environment
• A calm, professional and solutions-focused approach
• A positive attitude and willingness to contribute as part of a growing team

About Hobbies Direct

Hobbies Direct is a family-owned Australian retailer based in Geelong. We offer an extensive range of RC cars, boats, planes, drones, tanks, model kits, spare parts and hobby products.

Our business continues to grow, and we’re passionate about providing hobbyists with excellent products, knowledgeable advice and outstanding customer service.

You’ll be joining a close and passionate team that genuinely enjoys the hobby industry and takes pride in helping our customers.

Applicants must currently have the legal right to work in Australia. Employer sponsorship is not available for this position.