Customer Service Team Member

About the role

As a Customer Service Team Member in the Online Customer Service & Fulfilment team, you will deliver a consistently positive online experience for JB Hi‑Fi customers. You’ll handle enquiries, resolve issues promptly and turn everyday interactions into loyalty‑building moments.

Key responsibilities

• Respond to inbound customer and store enquiries via phone, email and other channels.
• Manage multiple support portals and systems to track and resolve queries.
• Process orders, troubleshoot fulfilment delays and coordinate cancellations, refunds, replacements and amendments.
• Investigate and resolve lost or damaged‑in‑transit deliveries with courier partners.
• Support fraud‑related processes and collaborate with relevant teams.

Required profile

• Excellent communication and problem‑solving abilities.
• Customer‑focused attitude with a genuine desire to help.
• Ability to work efficiently in a fast‑paced environment.
• Strong attention to detail and accuracy.

Required skills

What we offer

• Competitive remuneration with potential sales commissions and incentives.
• Access to employee discounts and VIP supplier pricing.
• 12 weeks paid parental leave for eligible primary carers.
• Flexible working arrangements where eligible.
• Comprehensive training, development programs and career progression within the JB Hi‑Fi Group.
• Employee Assistance Program and wellbeing resources.