Customer Experience Specialist

7 days ago


Auckland, Auckland, New Zealand Jb Hi-Fi Full time

About Us
JB Hi-Fi Group is one of Australasia's largest and most trusted retailer groups, specialising in consumer electronics, home entertainment, small appliances, and white goods. Our Purpose is to 'Help People with Better ways to Live, Learn, Work and Play'.
We strive to own the tech and entertainment space, grow our customer base, and support our people to be the best and deliver the highest quality service.
This is at the heart of our business, and we want you to be a part of it.

Why Work with Us?
  • We have a supportive and inclusive team that embraces individuality and diversity.
  • We are one of Australia's most iconic and trusted brands, with a rich history in the consumer retail industry.
  • You will have exposure to ongoing training & development opportunities from day one.
  • We offer fantastic long-term career opportunities across the broader JB Hi-Fi/The Good Guys Group.
Job Description

This position is responsible for ensuring the JB Hi-Fi online customer experience is positive at all times and when negative experiences occur; ensure the issue is resolved with the customer within specified time frames.
The purpose of this role is to show JB Hi-Fi customers that we care and in turn create loyal raving fans.

Key Responsibilities:
  • Handle inbound customer and store enquiries/phone calls.
  • Manage multiple portals.
  • Order management.
  • Cancellation, refund or replacement coordination.
  • Lost or damaged in transit investigations.
  • Other administration tasks such as shipment emails and Return Authorities Co-ordination/Solvup.
Qualifications and Skills
  • Minimum of 12 months in a call centre environment.
  • Experience in a Customer Service based role.
  • Skills required include: Passion for customer service, attention to detail, negotiation skills, touch type ability, excellent communication skills (written and verbal), high level of professionalism, ability to learn quickly, ability to work well in a team and autonomously, problem solving ability, motivated and reliable nature.


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