We are looking for a highly motivated Customer Service Representative to join our team in Newcastle. If you are a superstar on the phone, sharp on email, and confident with technology, this is your chance to shine! If you’re someone who keeps things ticking behind the scenes, solving problems, and staying cool under pressure, this could be your ideal next role.

What you’ll be doing

· Answering inbound calls and emails with professionalism and a friendly manner

· Handling enquiries including ETAs, stock updates, product information, warranty claims, and booking services

· Logging and managing tickets using Gorgias

· Taking messages and ensuring customer requests are followed up promptly

· Assisting with online orders and web updates via Shopify

· Using Unleashed for stock and inventory management

· Supporting the sales and service teams with general customer enquiries

· Providing helpful advice to customers with pool-related product knowledge (experience a bonus but not essential)

What we’re looking for

Excellent phone manner and written English – clear, confident, and professional

Strong customer service skills with a focus on solutions and satisfaction

Comfortable with technology – must be confident using or learning Gorgias, Shopify, and other software (training provided)

Good organisational skills and attention to detail

A positive attitude and willingness to learn

Previous experience in retail, customer service, or office support will be highly regarded

Why join us?

Be part of a supportive, friendly team with a great workplace culture

Full-time role, in-office (not hybrid)

Opportunity to learn new systems and develop product knowledge

Growing business where your contribution is valued

Inclusivity Statement

Direct Pool Supplies genuinely values different perspectives, life stages, and experiences. When people from various backgrounds, industries, and walks of life come together, the best outcomes are achieved. The team includes individuals who have led others, returned to work after a break, balanced career and family life, or brought skills from different fields. The company is committed to building an inclusive team that reflects the diversity of its customers and communities.

Apply today via SEEK with your resume and a short cover letter telling us why you’re our next Customer Service Superstar.