In-Store Customer Experience Advocate – Drinks & Discovery

Endeavour Group; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Free on-site parking

Employee discounts on Samsung products

Gym access on site

Barista-made coffee every Monday

Discounts across 400+ retail partners

Job summary

Samsung Electronics Australia is seeking a Customer Escalations Specialist to manage high-priority customer cases with professionalism and urgency. You will investigate concerns, determine appropriate resolutions (repairs, replacements or refunds) and coordinate with service partners to close cases quickly.

You will keep customers informed, ensure alignment with Australian Consumer Law and company policy, and collaborate with internal teams to deliver exceptional service experiences.

Qualifications

• Experience handling customer escalations and complaints in a fast-paced environment.
• Ability to investigate complex issues and determine appropriate resolutions.

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 departments, service centres and logistics partners to close cases.
• Keep customers informed with timely updates throughout the process.
• Ensure interactions comply with Australian Consumer Law and company policies.

Skills

Customer escalations

Complaint handling

Case management

Strong communication

Job description

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

• 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.

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.