In-Store Experience & Escalations Champion

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

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.