Customer Service Team Member

As the Customer Service Team Member within the Online Customer Service & Fulfilment Team, you will be responsible for delivering a consistently positive online customer experience and resolve issues as they arise promptly and professionally within set timeframes. You will show our customers that we genuinely care - turning everyday interactions into opportunities to build loyalty and create raving fans of JB Hi-Fi. You will also play a key role in supporting both customers and store teams to ensure timely, accurate, and seamless resolution of enquiries across the order lifecycle. 

Key responsibilities include, but are not limited to:

• Respond to inbound customer and store enquiries via phone, email, and other communication channels
• Manage multiple support portals and systems to track and resolve customer queries
• Process and manage orders, including troubleshooting fulfilment delays or anomalies
• Coordinate order cancellations, refunds, replacements, and amendments as required
• Investigate and resolve lost or damaged-in-transit deliveries in collaboration with courier partners
• Support fraud-related processes, including following up with customers when orders are flagged or declined due to security checks
• Complete general administrative tasks, including responding to shipment queries, monitoring shared Outlook inboxes, and actioning general order follow-ups
• Facilitate and action Return Authority requests and warranty assessments using Solvup and internal processes
• Support broader team initiatives during peak periods and promotional events

To be successful in this role, you will need:

• Genuine passion for delivering outstanding customer service
• Strong attention to detail and accuracy
• Confident and empathetic communication skills – both written and verbal
• Effective negotiation and conflict resolution abilities
• Fast and accurate touch typing
• Professional, courteous, and customer-focused demeanor
• Quick to learn new systems, processes, and product knowledge
• Able to work effectively both independently and as part of a team
• Proactive problem-solving mindset with a solutions-focused approach
• Reliable, self-motivated, and committed to continuous improvement
• Experience in a Customer Service based role

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential. 

JB Hi-Fi Limited is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) – please don’t hesitate to apply!