Sr. Marketplace Online Advisor

Summary

Salary
Starting salary will be based on experience and credentials
Team
Customer Service
Location
Aurora, IL, USA

Description

To deliver an outstanding, positive customer experience to consumers through monitoring marketplace platforms, coordinating coverage and reporting on Marketplace KPIs. To assist the Supervisor, WFM & Digital Support in the administration of Dyson marketplace initiatives across the region, including US and CA, related to customer service and contacting customers to address issues that are raised by customers via all participating marketplace platforms, including voice, chat, and email contact throughout peak times and overflow.

Accountabilities

Marketplace monitoring and support
  • Monitor all marketplace platforms according to the protocols set forth and respond to all relevant comments, messages and customer feedback
  • Report any and all trends found while monitoring marketplace retailers
  • Assist in the preparation of the daily/weekly/monthly reporting regarding response time and service level
  • Use concise and specific language that upholds the Dyson brand and resolves customer concerns expeditiously
  • Attend meetings related to the planning, launch and maintenance of new marketplaces as those opportunities emerge
  • Meet regularly with stakeholders throughout the business to ensure trends and opportunities are clearly communicated that may impact Dyson seller rating 
  • Assist the Supervisor, WFM & Digital Support, in the ongoing training and coaching of other Marketplace advisors

Potential for Chat, Email, and Phone support throughout peak times and overflow as needed
  • Review and enthusiastically respond to customer concerns via email within 3-hours of receiving
  • Conduct research to determine the best solution that fully resolves a customer’s concerns, and capture customer data and input it into CRM
  • Handle telephone calls from customers with pre-sales support inquiries
  • Provide after sales support on technical and product questions
  • Communicate information on other Dyson products to promote cross-selling opportunities and services to existing customers

Fulfil other duties as required
  • Relish opportunities to pick up new activities that fall broadly in the purpose of this role
  • Fix things that you can see need fixing
  • Identify problems and find solutions
  • Special projects as needed

Skills

  • Minimum 2 years’ experience in a customer service position, call center experience preferred
  • 1+ years of experience in an online customer support role that includes live chat
  • High School diploma or equivalent required
  • Experience with social media websites (i.e. Facebook, Twitter, Yahoo Answers, YouTube, etc.)
  • Experience working in a major ecommerce customer support environment preferred
  • Experience working with a CRM program for a consumer brand preferred
  • Experience with Quality Assurance testing of a major ecommerce website preferred
  • Ability to understand the Dyson brand and uphold its integrity. 
  • Strong/advanced written and oral communication skills required and must be demonstrated 
  • Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Outlook preferred
  • Ability to type 50 wpm 
  • Dependable, professional, enthusiastic and flexible 
  • Attention to detail and ability to work well on a team
  • Knowing when to work independently and when to ask for help 
  • Evening and weekend hours required
  • Ingenious - An innovative yet objective thinker
  • Attuned – Being emotionally smart
  • Fighter – Getting the best result
  • Architect – Creating the climate for success
  • Shrewd – Making the right decisions
  • Explorer – Being curious, diverse and inclusive

Benefits

Dyson US monitors the market to ensure competitive salaries, holidays and retirement plans. Beyond that, you’ll also enjoy profit-related bonuses and life and disability cover. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fueling and realizing ambition.
Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.