Customer Care Advisor – Dyson – Parramatta NSW

About Us

Dyson is a global technology enterprise. We solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. We’re growing fast and our ambition is huge – more categories, more locations and more people.

About the Role

Our Customer Care Advisors are natural problem solvers who communicate with our customers over the phone, via live webchat or via email. We aim to understand each individuals need or query and deliver a solution that over delivers on our customers’ expectations. We are driven to turn our owners into passionate advocates of the brand and our team ensure each touchpoint with the customer is rewarding.

As a Customer Care Advisor, you will handle inbound queries, investigate, troubleshoot and educate our owners and maximise sales opportunities with ease. In addition, you will play a role as Tier 2 Support to ensure complex questions and queries are resolved to the satisfaction of our owners and the business.

Main responsibilities include but not limited to:-

• Effectively answer inbound contacts from owners, service agents, and retailers.
• Passionate about providing great customer service, be an exceptional communicator and take pride in helping others
• Provide expert product knowledge and educate Dyson owners on their machines
• Empower and educate owners by using available resources
• Provide support and troubleshooting over the phone, via email, live chat or social
• Data entry, administration and computer literacy to navigate various systems such as CRM
• Handle escalated contacts and complaints to find best resolution for owner and the business
• Investigate complex cases and liaise with The Owner Experience Manager to find an appropriate outcome
• Share your knowledge of Dyson products ensuring our owners are always up to date with latest offer
• Sales of new machines to existing and new owners, promoting the Dyson Home
• Participate in Dyson sales sprints and promotional events
• Assist contact centre agents to respond to customer questions, complaints and troubleshooting problems with services, products and/or process
• Champion appropriate use of technology to improve owner experience while improving efficiency
• Identify operational issues and suggest possible improvements to The Owner Experience Manager

About You

To be successful in this role, you will be a confident and clear communicator with active listening skills. You are passionate about delivering an exceptional and memorable customer service experience and are comfortable with conflict resolution and mediation. You will have a high level of written communication skills, a can-do attitude and the ability to work calmly under pressure and manage priorities.

Previous skills & experience:-

• Previous call centre experience
• Previous work experience within customer service
• Experience with data entry or administration with an understanding of Excel and CRM systems preferred
• Comfortable with conflict resolution and mediation
• Strong time management skills

Benefits

At Dyson, our people are at the heart of everything we do. We value you bringing your whole self to work – your authentic you. We believe that diversity and an inclusive team is what sets us about and brings about great ideas, innovation and growth.

Outside of a competitive salary package, our team members receive additional paid annual and personal leave, a generous above market parental leave offering and ongoing learning and development opportunities.

We have a vibrant and diverse culture that is geared towards recognition and realising ambition.

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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.