Online Customer Support Specialist - Holiday Peak

JB Hi-Fi & The Good Guys; Auckland; Hybrid; NZD 42,000 - 52,000; Full time

Benefits offered by this job

Discounts across JB Hi-Fi Group

Employee Assistance Program (EAP)

Job summary

JB Hi-Fi Limited is seeking a Customer Service Team Member (Christmas Casual) to join the Online Customer Service & Fulfilment Team. You will deliver a consistently positive online customer experience and resolve issues promptly and professionally across the order lifecycle.

This peak period role runs to the end of January 2027 and offers a fast-paced, supportive environment with opportunities for development, competitive remuneration, and access to employee benefits such as discounts and EAP.

Qualifications

• Strong attention to detail and accuracy.
• Confident and empathetic communication skills - both written and verbal.
• Fast and accurate touch typing.
• 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

Attention to detail

Communication skills

Negotiation & conflict resolution

Touch typing

Customer-focused demeanor

Learning new systems

Teamwork

Problem-solving

Customer service experience

Job description

JB Hi-Fi Limited is seeking a Customer Service Team Member (Christmas Casual) to join the Online Customer Service & Fulfilment Team. You will deliver a consistently positive online customer experience and resolve issues promptly and professionally across the order lifecycle.

This peak period role runs to the end of January 2027 and offers a fast-paced, supportive environment with opportunities for development, competitive remuneration, and access to employee benefits such as discounts and EAP.