Customer Service Team Member

About the role

Join JB Hi-Fi’s Online Customer Service & Fulfilment Team as a Customer Service Team Member. You will be the frontline for online shoppers, delivering a positive experience and turning everyday interactions into lasting loyalty.

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 and manage orders, troubleshooting fulfilment delays or anomalies.
• Coordinate order cancellations, refunds, replacements and amendments.
• Investigate and resolve lost or damaged‑in‑transit deliveries with courier partners.
• Support fraud‑related processes and ensure compliance with company policies.

Required profile

• Strong communication skills and a genuine desire to help customers.
• Ability to handle multiple enquiries simultaneously while meeting set timeframes.
• Problem‑solving mindset with attention to detail.
• Team‑oriented attitude and willingness to collaborate with store teams.

Required skills

What we offer

• Competitive remuneration with potential sales commissions and incentives.
• Comprehensive training and development programs across the JB Hi‑Fi Group.
• Generous employee discounts and access to VIP supplier pricing.
• 12 weeks paid parental leave for eligible primary carers and a new‑parent gift.
• Flexible working options, including hybrid models where eligible.
• Employee Assistance Program and wellbeing resources.
• Opportunity to contribute to a sustainability journey aiming for net‑zero carbon by 2030.