Customer Experience Specialist

Frog Recruitment; New South Wales; Sur place; AUD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Competitive remuneration

Free onsite parking

Employee discounts

Barista-made coffee Mondays

Discounts with 400+ partners

Quarterly events

Collaborative environment

Résumé du poste

Samsung Electronics Australia is seeking a Customer Experience Specialist to join the team and drive customer-focused outcomes. Employed by people2people and working closely with Samsung, you’ll operate in a collaborative environment where ideas are encouraged and professional growth is supported.

You’ll manage escalations, investigate concerns, and coordinate with service centers to deliver timely resolutions while ensuring compliance with Australian Consumer Law.

Qualifications

• Previous experience in customer escalations, complaints handling, casem management or similar.
• Strong problem-solving and investigative skills to assess complex situations.
• Excellent communication skills with empathy and professionalism.
• Customer-first mindset focused on positive outcomes and service.
• Knowledge of Australian Consumer Law and experience with warranty/service environments is valued.

Responsabilités

• Manage customer escalations, complaints and warranty claims with professionalism and urgency.
• Investigate concerns and determine resolutions including repairs, replacements or refunds.
• Coordinate with internal teams, logistics providers and service centers for timely resolutions.
• Keep customers informed throughout the process and manage expectations.
• Ensure interactions comply with Australian Consumer Law and company policies.

Connaissances

Customer escalations

Problem-solving

Communication

Empathy

Australian Consumer Law

Description du poste

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, you'll be part of an innovative and collaborative environment where new ideas are encouraged, achievements are recognised and professional growth is supported.

We're seeking a Customer Experience Specialist to join the team and help drive ongoing success.

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.

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.

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

If you're looking to take the next step in your career with a leading global brand, we'd love to hear from you!

At people2people, Edge Recruitment and Frog Recruitment, we welcome everyone and encourage people to be their authentic selves. If you require reasonable adjustments during the recruitment process, please contact your recruitment consultant so we can support your needs.