Customer Service Team Member (Christmas Casual)

JB Hi-Fi; Auckland; Hybrid; NZD 50,000 - 60,000; Full time

Benefits offered by this job

Hybrid working model

Employee assistance program

Staff discounts

Job summary

JB Hi‑Fi and Online Customer Service & Fulfilment Team in Auckland are seeking a Customer Service Team Member to deliver a consistently positive online customer experience and resolve issues promptly across the order lifecycle.

You will support both customers and store teams, handle enquiries via multiple channels, and help ensure timely, accurate resolutions during peak periods and promotions.

Qualifications

• Genuine passion for delivering outstanding customer service.
• Strong attention to detail and accuracy.
• Confident and empathetic communication skills – both written and verbal.
• Experience in a Customer Service based role.

Responsibilities

• 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.

Skills

Customer service

Attention to detail

Communication skills

Conflict resolution

Touch typing

Professional demeanor

Fast learner

Teamwork

Problem solving

Reliability

Job description

Company Description

At JB Hi-Fi, we’re more than just one of New Zealand’s most trusted retailers – our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.

We offer unbeatable value, world‑class brands and exceptional customer service across our growing store network, online, and in our commercial division, JB Hi‑Fi Business.

JB Hi‑Fi is the perfect place to power your career, and we’re excited to hear from you.

Why join JB‑HiFi?

• Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
• Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
• Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi‑Fi Group (which includes JB Hi‑Fi, The Good Guys and E&S Trading in Australia).
• Fantastic discounts across the JB Hi‑Fi Group, including access to VIP supplier pricing and promotions.
• We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
• Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families.
• Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
• Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.

Job Description

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

Please note, this role is to cover our Peak Trade period running to the end of January 2027

Qualifications

• 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

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!