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    Online Customer Service - Auckland, New Zealand - JB Hi-Fi Limited

    JB Hi-Fi Limited
    JB Hi-Fi Limited Auckland, New Zealand

    1 week ago

    Default job background
    Description

    Job no:
    510365

    Work type:
    Permanent Full Time

    Location:
    North Island - New Zealand

    Categories:
    Store Operations

    About Us

    With over 200 stores and over 13,000 team members across Australia and New Zealand, JB Hi-Fi is one of Australasia's largest and most trusted retailers.

    Specialising in consumer electronics, home entertainment, small appliances and white goods, JB Hi-Fi strives to deliver the most extensive range, cheapest prices and genuine service to customers every day.

    The heart of our business is our people, and we are proud of a culture that fosters teamwork, nurtures talent, encourages individuality and embraces diversity.

    The JB Hi-Fi New Zealand business comprises 14 stores and a growing online and commercial business.

    There is a significant opportunity to grow and expand the JB Hi-Fi business in New Zealand and, over the next three years, we will be investing in improving the JB Hi-Fi New Zealand customer offer, refreshing the store network, opening new stores, and upgrading our online platform.

    We can offer you a role where you'll be challenged every day to make a difference in a dynamic and fast-paced environment.

    We can offer a competitive package, great employee discounts, and special offers across JB Hi-Fi and The Good Guys, paid parental leave, and novated leasing.

    Be part of a diverse, collaborative, and supportive team who are passionate about the work we do
    Growth mindset culture with a focus on individual skills and career development
    A flexible work environment and competitive salary package
    The Role

    As an

    Online Customer Service & Fulfilment Coordinator


    you will be responsible for all online purchases, across all departments and stores to ensure orders are completed within the timeframe of customers' expectations.

    You will be required to keep customers updated with clear communication on any delays and to follow up with various departments daily.


    Key Responsibilities:
    Open order, backorder & pre-order management and reporting
    Order tracking and daily/weekly email process
    Monitor stock integrity issues throughout the retail network
    Refunds on cancelled/deleted orders and pre-order price guarantee refunds
    Deliver project work within agreed timelines
    Work collaboratively with all departments to ensure distribution aligns with customer service
    Fulfilment KPI management eg. delivery time to process review & 1 hour Click and Collect alignment
    Ensuring our retail network is following the correct order dispatch processes and following up with further training as needed
    Coordination of all emails to customers where product status expectation falls outside of that displayed on the website at the time of order placement
    Respond to inbound inquiries across our contact channels from stores, customers, and subcontractors, open and resolve escalations within the agreed Service Level Agreement (SLA)

    Skills and Experience:
    3+ years of exposure to business systems processes
    Experience in a Customer Service based role
    Microsoft Product Knowledge
    To Apply
    If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.
    JB Hi-Fi recognises the importance of diversity and appreciates the ways in which different perspectives encourage innovation.

    Advertised:
    10 Apr 2024

    New Zealand Standard Time

    Applications close:
    11 May 2024

    New Zealand Standard Time

    #J-18808-Ljbffr
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