Online Customer Service Specialist — Peak Season

JB Hi-Fi; Auckland; Hybrid; NZD 50.000 - 60.000; Vollzeit

Benefits dieser Stelle

Hybrid working model

Employee assistance program

Staff discounts

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer service

Attention to detail

Communication skills

Conflict resolution

Touch typing

Professional demeanor

Fast learner

Teamwork

Problem solving

Reliability

Jobbeschreibung

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.