Customer Experience Specialist

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

Join a Globally Recognised and Innovative Brand

At Samsung, we don’t just imagine the future - we build it. This is where you Reimagine Your Future with one of the world’s most iconic technology leaders, a company that moves fast, thinks bold, and launches innovation at a scale few can match.

Every year, our ecosystem expands with breakthrough products and experiences that redefine what’s possible. Now, we're looking for a Customer Escalations Specialist to join Samsung Electronics Australia and play a pivotal role in delivering exceptional customer experiences when they matter most.

What You'll Be Doing

Manage customer escalations, complaints and warranty claims, ensuring every case is handled with professionalism, care and urgency.

Investigate customer concerns and determine appropriate resolutions, including repairs, replacements, refunds and other service outcomes.

Partner closely with internal departments, logistics providers and authorised service centres to drive timely and effective resolutions.

Keep customers informed throughout the process, proactively managing expectations and providing updates on repairs, deliveries and assessments.

Ensure all customer interactions and resolutions align with Australian Consumer Law, company policies and regulatory requirements.

What You'll Bring

Previous experience in customer escalations, complaints handling, case management or a similar customer-facing role.

Strong problem-solving and investigative skills, with the ability to assess complex situations and make balanced decisions.

Excellent communication skills and the confidence to manage challenging conversations with empathy and professionalism.

A customer-first mindset with a genuine passion for delivering positive outcomes and exceptional service experiences.

Knowledge of Australian Consumer Law and experience working within warranty, service, retail or consumer-focused environments will be highly regarded.

What Sets Us Apart

Excellence isn’t an aspiration here, it’s our baseline. Innovation isn’t a moment, it’s our mindset. At Samsung Australia, you’ll join a team powered by curiosity, ambition, and the drive to deliver meaningful impact for millions of customers and communities. And we’ll equip you with everything you need to grow, thrive, and accelerate your career:

Competitive remuneration that recognises your expertise

Free on-site parking for seamless convenience

Generous employee discounts across the Samsung product range

Free access to our modern onsite gym

Barista-made coffee every Monday - on us!

Discounts across 400+ retail partners

Quarterly Connection Events that bring our people and purpose together

This is your moment to #ReimagineYourFuture and shape what’s next!

Note: You'll be employed by P2P, in partnership with Samsung Electronics Australia, while working directly onsite at Samsung Australia. You'll be part of our collaborative onsite team, enjoying the same environment, culture, and many of the benefits that make Samsung a great place to work.