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