Customer Service Team Member

About the company

JB Hi-Fi is one of New Zealand’s most trusted retail brands, known for its energetic, practical, and customer-first culture. The business helps people improve the way they live, learn, work, and enjoy their time by offering strong value on technology, consumer electronics, home entertainment, and appliances. It serves customers through its store network, online channel, and commercial arm, JB Hi-Fi Business.

The company describes itself as a place where people can build their careers, with a focus on expertise, straightforward service, and a genuine team spirit.

Why join JB Hi-Fi

• A fast-moving, lively workplace where different perspectives are welcomed and new ideas are encouraged.
• Competitive pay that may include sales commission and other performance-based incentives, depending on the position.
• Access to career pathways, structured learning, and development opportunities across the wider JB Hi-Fi Group.
• Staff discounts across the JB Hi-Fi Group, including access to special supplier pricing and promotions.
• 12 weeks of paid parental leave for eligible primary carers, plus a gift for new parents, and flexible arrangements including hybrid work where the role allows.
• Employee Assistance Program support, offering counselling and additional wellbeing resources for employees and their families.
• A workplace giving initiative called Helping Hands, which has contributed millions to charity partners.
• A sustainability commitment focused on reaching net zero carbon emissions by 2030 and improving reuse and recycling practices.

Role overview

As a Customer Service Team Member in the Online Customer Service & Fulfilment Team, you will help deliver a smooth and positive online customer journey. Your focus will be to resolve issues quickly, professionally, and within required timeframes, while showing customers that their experience matters. You will also support store teams and customers across the full order journey to help ensure enquiries are handled accurately and without delay.

Key responsibilities

• Handle incoming enquiries from customers and store teams through phone, email, and other communication channels.
• Use multiple support systems and portals to record, track, and resolve issues.
• Manage orders and troubleshoot problems such as fulfilment delays or unusual order activity.
• Arrange cancellations, refunds, replacements, and order changes when needed.
• Work with courier partners to investigate deliveries that are lost or damaged in transit.
• Assist with fraud-related processes, including contacting customers when an order is flagged or declined during security checks.
• Carry out general administration such as handling shipment queries, monitoring shared inboxes, and following up on order-related actions.
• Process Return Authority requests and warranty checks using Solvup and internal procedures.
• Contribute to team support during busy periods and promotional activity.

What we are looking for

• Strong interest in delivering excellent customer experiences.
• High attention to detail and a careful approach to accuracy.
• Clear, confident, and empathetic communication in both written and spoken form.
• Ability to negotiate effectively and handle conflict constructively.
• Fast and accurate touch typing.
• A professional, polite, and customer-oriented manner.
• Comfort learning new systems, processes, and product information quickly.
• Capability to work well on your own and contribute positively to a team.
• A proactive, solution-driven approach to problem-solving.
• Reliability, self-motivation, and a focus on continuous improvement.
• Previous experience in a customer service role.

Additional information

Applications should be submitted with a CV. All applications will be treated confidentially.

JB Hi-Fi Limited is an equal opportunity employer and is committed to maintaining a workplace that values diversity and inclusion. Candidates are encouraged to apply even if they do not meet every requirement listed.