Customer Experience Specialist: Resolution & Care Champion

Frog Recruitment; New South Wales; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive remuneration

Free onsite parking

Employee discounts

Barista-made coffee Mondays

Discounts with 400+ partners

Quarterly events

Collaborative environment

Job summary

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.

Responsibilities

• 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.

Skills

Customer escalations

Problem-solving

Communication

Empathy

Australian Consumer Law

Job description

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.