Customer Escalations Specialist — Impactful Resolutions

people2people; Australia; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Free on-site parking

Generous employee discounts across the

Free access to our modern onsite gym

Barista-made coffee every Monday - on

Discounts across 400+ retail partners

Job summary

Samsung Electronics Australia is seeking a Customer Escalations Specialist to manage escalations, complaints and warranty claims, ensuring professional, timely resolutions. You will investigate concerns and determine appropriate outcomes, including repairs, replacements or refunds.

You will work with internal teams, logistics providers and service centres to drive timely resolutions, keep customers informed, and ensure compliance with Australian Consumer Law and company policies.

Qualifications

• Experience in customer escalations or complaints handling.
• Strong problem-solving and investigative skills.
• Excellent communication and empathy in challenging conversations.
• Knowledge of Australian Consumer Law is advantageous.

Responsibilities

• Manage customer escalations, complaints and warranty claims with professionalism and urgency.
• Investigate concerns and determine appropriate resolutions including repairs, replacements or refunds.
• Collaborate with internal teams, logistics providers and service centres to drive timely resolutions.
• Keep customers informed throughout the process and manage expectations.

Skills

Customer escalations

Complaint handling

Case management

Communication

Empathy

Job description

Samsung Electronics Australia is seeking a Customer Escalations Specialist to manage escalations, complaints and warranty claims, ensuring professional, timely resolutions. You will investigate concerns and determine appropriate outcomes, including repairs, replacements or refunds.

You will work with internal teams, logistics providers and service centres to drive timely resolutions, keep customers informed, and ensure compliance with Australian Consumer Law and company policies.