Customer Service Team Member

About the Company JB Hi-Fi Group is one of Australasia's largest and most trusted retail groups, specializing in consumer electronics, home entertainment, small appliances, and white goods. Our purpose is to help people find better ways to live, learn, work, and play. We are committed to owning the tech and entertainment space, expanding our customer base, and supporting our employees to provide the highest quality service. We invite you to join us in this mission. About the Role In this position, you will play a crucial role in delivering a consistently positive online customer experience. Your primary responsibility will be to resolve customer issues promptly and professionally, ensuring that each interaction demonstrates our genuine care for our customers. You will support both customers and store teams to ensure timely and seamless resolution of inquiries throughout the order lifecycle. This role requires strong attention to detail, the ability to multitask across various platforms, and a proactive approach to problem-solving. You will be the first line of support, transforming everyday interactions into opportunities to build customer loyalty and create enthusiastic advocates for JB Hi-Fi. Key Responsibilities You will be responsible for responding to inbound customer and store inquiries via phone, email, and other communication channels. Your tasks will include managing multiple support portals and systems to track and resolve customer queries, processing orders, and troubleshooting fulfillment delays or anomalies. Additionally, you will coordinate order cancellations, refunds, replacements, and amendments as needed, investigate and resolve lost or damaged deliveries in collaboration with courier partners, and support fraud-related processes by following up with customers when orders are flagged for security checks. General administrative tasks will also be part of your role, including responding to shipment queries, monitoring shared Outlook inboxes, and actioning general order follow-ups. You will facilitate Return Authority requests and warranty assessments using our internal processes and support broader team initiatives during peak periods and promotional events. Requirements We are looking for candidates with experience in a customer service role and a genuine passion for delivering outstanding service. Strong attention to detail and accuracy, along with confident and empathetic communication skills—both written and verbal—are essential. You should possess effective negotiation and conflict resolution abilities, as well as fast and accurate touch typing skills. A professional, courteous, and customer-focused demeanor is vital. The ideal candidate will be quick to learn new systems, processes, and product knowledge, and will be able to work both independently and as part of a team. A proactive problem-solving mindset with a solutions-focused approach, along with reliability and a commitment to continuous improvement, is also important. Benefits Joining JB Hi-Fi means becoming part of a supportive and inclusive team that values individuality and diversity. As one of Australia’s most iconic and trusted brands, we offer ongoing training and development opportunities from day one, along with fantastic long-term career prospects across the broader JB Hi-Fi/The Good Guys Group. We are proud of our Helping Hands workplace giving program, which supports vulnerable communities. Our team donations are matched by JB Hi-Fi, contributing to over $35 million in donations to charity partners focused on social and environmental issues. Enjoy generous team member discounts on a range of products, a leading commission structure for sales positions, and various workplace benefits including flexibility, 12 weeks of paid parental leave, novated leasing, and an Employee Assistance Program. If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications will be treated with strict confidentiality. JB Hi-Fi Group is an equal opportunity employer committed to fostering a diverse and inclusive work environment. If this opportunity excites you, even if you feel you do not meet 100% of the criteria, we encourage you to apply.