B2B Customer Experience Specialist

Frog Recruitment; New South Wales; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive remuneration

Free onsite parking

Employee discounts (Samsung)

Barista coffee Mondays

Retail partner discounts

Quarterly connection events

Dynamic, collaborative environment

Job summary

Samsung Electronics Australia, in partnership with people2people and Frog Recruitment, seeks a B2B Customer Experience Specialist to manage complaints, warranty claims and escalations from enquiry to resolution.

You'll liaise with internal teams, logistics providers and service partners to ensure timely outcomes, provide proactive updates and support continuous service improvements within a dynamic, globally recognised brand.

Qualifications

• Experience in customer service, complaints handling, case management or escalations.
• Strong problem-solving skills to investigate and resolve complex issues.
• Confident handling of difficult conversations with professionalism and empathy.
• Excellent communication and stakeholder engagement skills.
• Ability to manage multiple priorities with attention to detail.

Responsibilities

• Manage B2B customer complaints, warranty claims and escalations from enquiry to resolution.
• Investigate product, delivery and payment-related issues and determine outcomes.
• Facilitate refunds, replacements and returns per policy and Australian Consumer Law.
• Liaise with internal stakeholders, logistics providers and service partners to resolve issues.
• Provide proactive updates to customers and manage expectations during resolution.
• Monitor escalation cases through to remedy and maintain positive customer experience.
• Prepare reports, track outstanding issues and support service improvements.

Skills

Customer service

Complaints handling

Escalations

Case management

Problem-solving

Stakeholder engagement

Attention to detail

Tools

Microsoft Office

Job description

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

If you're looking to take the next step in your career with a leading global brand, we'd love to hear from you!

At people2people, Edge Recruitment and Frog Recruitment, we welcome everyone and encourage people to be their authentic selves. If you require reasonable adjustments during the recruitment process, please contact your recruitment consultant so we can support your needs.