B2B Customer Experience Specialist

people2people; New South Wales; Presencial; AUD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive remuneration

Free onsite parking

Samsung product discounts

Barista-made coffee

Discounts across 400+ retail partners

Quarterly Connection Events

Exposure to dynamic, collaborative,高

Descripción de la vacante

Samsung Electronics Australia is seeking a B2B Customer Experience Specialist to manage complaints, warranty claims and escalations from enquiry to resolution. You will investigate issues across product, delivery and payment, and coordinate refunds or replacements within policy and Australian Consumer Law.

You'll work with internal teams, logistics providers and service partners to achieve timely resolutions, provide proactive updates to customers, and drive continuous service improvements in a

Formación

• Experience in customer service, complaints handling, case management or escalations.
• Strong problem-solving skills with ability to investigate and resolve issues.
• Excellent communication and stakeholder engagement abilities.
• Good attention to detail and ability to manage multiple priorities.

Responsabilidades

• Manage B2B customer complaints, warranty claims and escalations from initial enquiry through to resolution.
• Investigate product, delivery and payment-related issues and determine outcomes.
• Facilitate refunds, replacements and returns in line with policy and law.
• Liaise with internal stakeholders, logistics providers and service partners to achieve timely resolutions.
• Provide proactive updates to customers and manage expectations during resolution.
• Monitor complex escalation cases through to remedy and positive experience.
• Prepare reports, track outstanding issues and support continuous service improvements.

Conocimientos

Customer service

Complaints handling

Case management

Escalations

Communication

Attention to detail

MS Office

Australian Consumer Law knowledge

Herramientas

Microsoft Office

Descripción del empleo

Join a globally recognised leader in technology and innovation.

Enjoy Samsung discounts, wellbeing initiatives and premium perks.

Build your career in a collaborative and high-performing team.

Join a Globally Recognised and Innovative Brand

An exciting opportunity is available with Samsung Electronics Australia, one of the world's most recognised technology brands.

Employed by people2people and working closely with Samsung Electronics Australia, you'll be part of an innovative and collaborative environment where new ideas are encouraged, achievements are recognised and professional growth is supported.

We're seeking a B2B Customer Experience Specialist to join the team and help drive ongoing success.

What You'll Be Doing

Manage B2B customer complaints, warranty claims and escalations from initial enquiry through to resolution.

Investigate product, delivery and payment-related issues and determine appropriate outcomes.

Facilitate refunds, replacements and returns in line with company policy and Australian Consumer Law.

Liaise with internal stakeholders, logistics providers and service partners to achieve timely resolutions.

Provide proactive updates to customers and manage expectations throughout the resolution process.

Monitor complex escalation cases through to remedy, ensuring a positive customer experience.

Prepare reports, track outstanding issues and support continuous service improvements.

What You'll Bring

Previous experience in customer service, complaints handling, case management or escalations.

Strong problem-solving skills with the ability to investigate and resolve complex issues.

Confidence managing difficult conversations with professionalism, empathy and resilience.

Excellent communication and stakeholder engagement skills.

Strong attention to detail and the ability to manage multiple priorities effectively.

Proficiency across Microsoft Office applications and the ability to learn new systems quickly.

Knowledge of Australian Consumer Law, warranty processes or service operations will be highly regarded.

Why Join Us?

This is an opportunity to gain valuable experience within a globally recognised organisation while enjoying the support of both Samsung and the people2people team.

Competitive remuneration

Free onsite parking

Generous employee discounts across the Samsung product range

Barista-made coffee every Monday

Discounts across 400+ retail partners

Quarterly Connection Events

Exposure to a dynamic, collaborative and high-performing environment