Company Description

At JB Hi-Fi, we’re more than just one of New Zealand’s most trusted retailers – our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.

We offer unbeatable value, world-class brands and exceptional customer service across our growing store network, online, and in our commercial division, JB Hi-Fi Business.

JB Hi-Fi is the perfect place to power your career , and we’re excited to hear from you.

Why join JB Hi-Fi?

• Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
• Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
• Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi, The Good Guys and E&S Trading in Australia).
• Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions.
• We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
• Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families.
• Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
• Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.

Job Description

The purpose of the Customer Service & Fulfilment Team Lead is to coach, mentor and support a team of customer service & fulfilment professionals who are tasked with ensuring a positive online customer experience for JB Hi-Fi customers. Overall, the aim of the Customer Service & Fulfilment Team Lead is to show our customers that we care, and in turn, create loyal raving fans.

Key Responsbilities Include

• Provide support to our customers, with a focus on providing an excellent experience for all customers.
• Day to day management, coaching and development of Team Members, with a focus on maintaining and improving team engagement.
• Provide guidance and support to the team on enquiries and escalations when required.
• Administer Online customer service procedures and ensure progress against key performance indicators (KPIs).
• Take ownership of team training, with a focus on upskilling and improving the capability of Customer Service & Fulfilment Team Members. This includes (but is not limited to) providing training to the team when required, maintaining training logs and supporting with the monitoring and updating of Online Customer Service training modules.
• Monitor team workforce planning as required, which may include updating team rosters when there are absences.
• Provide support to the Supply Chain Lead and National Manager as required.
• Any other ad-hoc administrative tasks and projects as required by the business.

Qualifications

• Experience working in a Customer Contact Centre environment, preferably in a senior role or leadership capacity
• A people person – someone who thrives of helping and supporting others (both our customers and our team)
• Good knowledge of relevant systems and processes.
• Passionate about providing a great experience for our customers.
• Able to handle sensitive information.
• Problem solving – able to find creative resolutions for customer issues.
• Ability to work in a team and communicate effectively.
• Sound judgment and initiative.

Additional Information

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 Limited is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) – please don’t hesitate to apply!