B2B Customer Experience & Escalations Specialist

People2People Au Sf; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive remuneration

Free onsite parking

Employee discounts on Samsung products

Wellbeing initiatives

Barista-made coffee every Monday

Ongoing professional development

Discounts across 400+ retail partners

Quarterly connection events

Dynamic, collaborative environment

Job summary

Samsung Electronics Australia is seeking a customer service specialist to manage complaints and escalations across B2B channels. You will investigate product, delivery and payment issues, determine outcomes, and coordinate refunds or replacements in line with policy and Australian Consumer Law.

You will work with internal teams, logistics providers and service partners to drive timely resolutions and provide proactive customer updates while upholding high service standards.

Qualifications

• Experience in customer service or complaints handling.
• Ability to investigate and resolve complex issues.
• Excellent communication and stakeholder engagement.
• Knowledge of Australian Consumer Law or warranty processes is a plus.

Responsibilities

• Manage B2B customer complaints and escalations from enquiry to resolution.
• Investigate product, delivery and payment issues and determine outcomes.
• Facilitate refunds, replacements and returns per policy and Australian law.
• Liaise with internal teams, logistics providers and service partners.
• Provide proactive updates and monitor escalation cases to resolution.

Skills

Customer service

Complaint handling

Case management

Escalations management

Stakeholder engagement

Tools

Microsoft Office

Job description

Samsung Electronics Australia is seeking a customer service specialist to manage complaints and escalations across B2B channels. You will investigate product, delivery and payment issues, determine outcomes, and coordinate refunds or replacements in line with policy and Australian Consumer Law.

You will work with internal teams, logistics providers and service partners to drive timely resolutions and provide proactive customer updates while upholding high service standards.