Samsung Electronics Co., Ltd. today announce the opening of its inaugural Samsung Customer Service Store in Macquarie Centre, Sydney, NSW. The facility aims to showcase the latest technology and innovations from Samsung, providing an immersive shopping experience, alongside unparalleled customer service.

Muneeb Ekhlaque, Head of Customer Service at Samsung Electronics Australia said “We’re thrilled to evolve our customers’ experience through an innovative, new space which redefines our approach to care and service. At Samsung, we understand the value Australians place on their technology and products, and with our new Customer Service Store in Macquarie Centre, we hope to elevate customers’ shopping and service expectations. Anchored in empathy, discovery and innovation, our concept store addresses customers’ needs for personalised service, to both support with decision making, as well as trouble-shooting.

Considered Australia’s most trusted consumer products brand (Roy Morgan, December 2024), Samsung is committed to delivering exceptional products and customer service. The new concept store showcases a snapshot of the diverse, Samsung connected ecosystem, across self-discovery zones. Customer centricity is at the core, with consultation lounges equipped with advanced diagnostic tools to troubleshoot and provide timely complementary care and support as needed. To minimise device downtime, on-site repairs will be offered to customers, and backed by an authorised service centre, focused to provide a seamless customer journey with Samsung.

The Samsung Customer Service Store in Macquarie Centre is located on Level 4 of the Centre, at Herring Road &, Waterloo Rd, Macquarie Park, NSW.

Samsung Electronics Australia has been awarded a Silver Stevie® Award in the category of Innovation in Customer Service Management, Planning & Practice, recognising the brand’s use of technology to provide Australians with bespoke, flexible and outstanding customer service.

Now in its seventh year, the Asia-Pacific Stevie® Awards is one of the world’s premier business accolades, rewarding the achievements and contributions of organisations in the region. The Awards recognised Samsung’s multi-pronged approach to customer service in order to connect its service centre with Australian consumers.

This approach combined a hands-on education program with new video-based training and the creation of ‘Visual Pack’ technology, which enabled Australian customers to share their screen with Samsung’s customer service team. This allowed for a more seamless and personalised customer experience.

As part of this initiative, Samsung also undertook a five day learning experience for relevant team members. This was designed to immerse the participants in the lifestyle of our customers and help them understand their day-to-day needs.

“Samsung strives to bring innovation to every part of our business and customer service is no exception,” said Mark Stockdale, Head of Customer Service, Samsung Electronics Australia. “We are committed to providing Australians with the best possible experiences, whether it’s through our products or customer service.”

The Stevie® Awards received over 1,000 nominations from organisations across the Asia-Pacific region, and Gold, Silver and Bronze Stevie Award winners were determined by the average scores of more than 100 executives around the world acting as judges in May and June.

“We are delighted that the seventh edition of the Asia-Pacific Stevie® Awards attracted so many impressive nominations,” said Stevie® Awards president Maggie Gallagher. “This year’s winning nominations are testament to the resiliency and innovation of organisations in the region.  Although we are disappointed that we cannot stage the in-person awards banquet we had planned for Hanoi, Vietnam this year, we look forward to celebrating many of this year’s winners during our virtual awards ceremony on 22 September.”

Details about the Asia-Pacific Stevie® Awards and the 22 September awards ceremony, and the list of Stevie® Award winners, are available at http://Asia.Stevieawards.com.