B2B Customer Experience Specialist - Global Brand

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

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.