Customer Service Team Member

About JB Hi-Fi

JB Hi-Fi is a leading retailer in New Zealand known for its knowledgeable and passionate team, offering the latest technology, consumer electronics, home entertainment, and appliances at competitive prices. With a dedicated store network, online platform, and a commercial division, JB Hi-Fi Business, the company provides unbeatable value, top brands, and exceptional customer service.

Why Work With Us

• Experience a dynamic and fast-paced workplace that values diversity, creativity, and new ideas.
• Receive competitive pay that may include sales commissions and other incentives recognizing your efforts.
• Access to career growth opportunities and comprehensive training programs within the JB Hi-Fi Group, including sister brands in Australia.
• Enjoy employee discounts across JB Hi-Fi Group brands, VIP supplier pricing, and promotional offers.
• Benefit from 12 weeks of paid parental leave for eligible primary carers, accompanied by gifts for new parents, plus flexible and hybrid working options for qualifying roles.
• Support through an Employee Assistance Program offering counseling and wellbeing resources for employees and families.
• Participate in the Helping Hands workplace giving program making a positive community impact.
• Contribute to sustainability goals aimed at achieving net zero carbon emissions by 2030 through waste reduction and recycling initiatives.

Role Overview

As a Customer Service Team Member in the Online Customer Service & Fulfilment Team, your responsibility will be to consistently deliver exceptional online customer experiences by handling inquiries quickly and professionally. You will nurture customer loyalty and support store teams to ensure smooth resolution across the full order lifecycle.

Primary Responsibilities

• Respond promptly to inbound customer and store inquiries through phone, email, and other channels.
• Use and manage various support portals and systems to monitor and resolve customer issues.
• Handle order processing, troubleshoot fulfillment delays or discrepancies.
• Manage order cancellations, refunds, replacements, and amendments as necessary.
• Collaborate with courier partners to investigate and resolve lost or damaged shipments.
• Support fraud-related protocols, including communication with customers when orders are flagged or declined.
• Perform administrative duties such as managing shipment queries, overseeing shared inboxes, and following up on orders.
• Facilitate Return Authority requests and warranty evaluations using Solvup and internal systems.
• Assist in team efforts during peak periods and promotional events.

Required Qualifications and Attributes

• Passion for providing outstanding customer service.
• Meticulous attention to detail and accuracy.
• Strong verbal and written communication skills with empathy and confidence.
• Skilled in negotiation and resolving conflicts effectively.
• Fast and precise typing abilities.
• Professional, courteous, and customer-centric attitude.
• Quick learner of new systems, processes, and product information.
• Capable of working independently and collaboratively within a team.
• Proactive problem-solving approach focused on practical solutions.
• Dependable, self-driven, and eager to pursue continual improvement.
• Previous experience in a customer service role is essential.

Additional Information

Applicants’ confidentiality is assured. JB Hi-Fi Limited values diversity and inclusion, encouraging candidates to apply even if they do not meet every criterion fully.