About the role: Our client Samsung Electronics is a well-known and highly respected global brand in the electronics industry and is looking for a customer service pro to join their Call Centre team! This position will be based at the Sydney Olympic Park Office working on a 4 days in office and 1 day WFH set up. This role will manage all customer enquiries and complaints in relation to product or service failures purchased through Online Store and Retailer and provide appropriate remedy & support in accordance with company policy and adherence to Australia Consumer Law. Duties and Responsibilities: Managing Customer warranty claims and complaints in relation to product failures, delivery issues, payment issues in relation to products purchased from the Online Store. Abide and uphold Australia Consumer Law Successfully handle complaints and difficult customers Liaise with internal teams to reach swift resolutions Manage and submit Refunds, returns and replacements through Ecommerce Online Portal. Customer updates; time line for repairs and reassure/facilitate a smooth progression of products to technicians/repair centres Liaising with logistics and service partners to trace deliveries, returns and assessments. Managing individual complaints in relation to online purchases. Following up with external partners and updating customers of status for their orders. Inspecting and liaising with logistics for delivery failures, damaged products and missing items. Answering inbound calls direct from customers and contact centre in relation to queries related to Ecommerce issues. Following up with customers on failed payments for online orders and wrong orders. Creating ad hoc reports in relation to failed payments and summary of pending issues. About YOU: Experience within a call centre environment and end-to-end case management (essential) Strong verbal and written communication skills with the ability to connect with a range of individuals Highly motivated with strong organisational & priority management skills Ability to build and maintain long term business relationships Problem solving & conflict resolution skills. Ability to cope with high work volumes and pressure while meeting tight deadlines. What’s in it for you? Generous discount on company products Access to discounts and special promotions with retail partners Access to well-being platform Heavily discounted gym membership On site parking If this role sounds of interest, please click the “Apply Now” button. We look forward to seeing your application! Operating for over 20 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment, and Frog Recruitment are an award-winning recruitment group and HR solutions provider. As an inclusive workforce, we welcome everyone and encourage our employees, clients, and candidates to showcase their authentic selves. Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request by phoning the above-mentioned recruitment consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.