About this role
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 channelsManage multiple support portals and systems to track and resolve customer queriesProcess and manage orders, including troubleshooting fulfilment delays or anomaliesCoordinate order cancellations, refunds, replacements, and amendments as requiredInvestigate and resolve lost or damaged-in-transit deliveries in collaboration with courier partnersSupport fraud-related processes, including following up with customers when orders are flagged or declined due to security checksComplete general administrative tasks, including responding to shipment queries, monitoring shared Outlook inboxes, and actioning general order follow-upsFacilitate and action Return Authority requests and warranty assessments using Solvup and internal processesSupport broader team initiatives during peak periods and promotional eventsPlease note, this role is to cover our Peak Trade period running to the end of January 2027
To be successful in this role, you will need:
Genuine passion for delivering outstanding customer serviceStrong attention to detail and accuracyConfident and empathetic communication skills – both written and verbalEffective negotiation and conflict resolution abilitiesFast and accurate touch typingProfessional, courteous, and customer-focused demeanorQuick to learn new systems, processes, and product knowledgeAble to work effectively both independently and as part of a teamProactive problem-solving mindset with a solutions-focused approachReliable, self-motivated, and committed to continuous improvementExperience 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!