B2B Customer Experience 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

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.

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.

In return, you'll enjoy:

Competitive remuneration Free onsite parking Generous employee discounts across the Samsung product range Wellbeing Initiatives Barista-made coffee every Monday Ongoing professional development opportunities Discounts across 400+ retail partners Quarterly Connection Events Exposure to a dynamic, collaborative and high-performing environment