B2B CX Specialist — Global Tech Leader + Samsung Discounts

people2people; New South Wales; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive remuneration

Free onsite parking

Samsung product discounts

Barista-made coffee

Discounts across 400+ retail partners

Quarterly Connection Events

Exposure to dynamic, collaborative,高

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Complaints handling

Case management

Escalations

Communication

Attention to detail

MS Office

Australian Consumer Law knowledge

Tools

Microsoft Office

Job description

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