Customer Service & Receptionist

Customer Service & Reception

• Answer incoming telephone calls professionally and efficiently.
• Respond to customer enquiries via email and online platforms.
• Welcome customers entering the store and direct them to the appropriate team member.
• Provide accurate information regarding products, services, deliveries, repairs, and store policies.
• Resolve customer enquiries and concerns promptly and professionally.
• Deliver an exceptional customer experience on every interaction.

Web & Online Customer Support

• Manage customer enquiries from the Billy Hyde Music website.
• Support customers with online orders, product availability, delivery updates, and general enquiries.
• Liaise with warehouse and sales teams regarding customer orders.
• Follow up outstanding customer requests and ensure timely communication.

Administration & Coordination

• Maintain customer records and administrative systems.
• Assist with processing customer paperwork and documentation.
• Coordinate customer call-backs and follow-up activities.
• Support store management with general administration tasks.
• Assist with maintaining store presentation and front-of-house standards.

Sales Support

• Assist the sales team by identifying customer requirements and directing enquiries appropriately.
• Provide basic product information and recommendations where appropriate.
• Support promotional activities and customer engagement initiatives.
• Assist in achieving store customer service and sales objectives.

About you

You are someone who enjoys helping people and takes pride in delivering outstanding customer experiences.

You are confident communicating with customers both verbally and in writing and can remain calm and organised when managing multiple tasks at once.

Essential Skills & Experience

• Previous customer service, reception, retail or administration experience.
• Excellent verbal and written communication skills.
• Strong telephone manner.
• High level of professionalism and personal presentation.
• Strong organisational and time management skills.
• Ability to multitask and prioritise effectively.
• Competent computer skills including email and Microsoft Office applications.
• Ability to work collaboratively within a team environment.
• Availability to work across a seven-day roster.

Desirable Skills & Experience

• Knowledge of musical instruments and music technology.
• Experience within music retail, music education, performing arts, or related industries.
• Experience supporting online customers or eCommerce enquiries using Shopify.
• Experience using CRM or customer management systems.

Personal Attributes

• A genuine passion for customer service.
• Professionalism and reliability.
• Attention to detail.
• Strong problem-solving skills.
• Positive and energetic attitude.
• Ability to remain calm under pressure.
• Initiative and willingness to learn.
• A passion for music and helping musicians.

What We Offer

• Opportunity to work with one of Australia's most recognised music retailers.
• Friendly and supportive team environment.
• Exposure to leading global music brands.
• Ongoing training and development opportunities.
• Staff purchasing benefits.
• A workplace surrounded by music every day.

Working Hours

This position operates across a seven-day retail roster, including weekends and public holiday trading periods where required. We can work with a Full Time or Casual arrangement. Please outline your preference around a roster in your cover letter.