Voice of the Customer Online Advisor

Summary

Salary
Competitive hourly rate + bonus opportunity
Team
Customer Service
Location
Remote, USA

Description

PURPOSE OF POSITION

To deliver an outstanding, positive customer experience to consumers through means of social media monitoring, and user review engagement, including voice, chat, and email contact throughout peak times and overflow.  To assist the Supervisor, WFM & Digital Support in the administration of Dyson social media initiatives related to customer service and contacting customers to address issues that are raised by customers via the Dyson.com user review program.  


Accountabilities

MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES

Social Media monitoring; website quality assurance and user review support

  • •     Monitor social media websites for actionable content from consumers, responding where appropriate according to the social media guidelines provided
  • •     Report any and all trends found while monitoring targeted and non-targeted social media and other websites
  • •     Monitor all user reviews across all participating retailer sites, including Dyson.com and Amazon.com, responding as appropriate according to the user review guidelines provided
  • •     Work closely with the PR/communications team to ensure responses are appropriate for the audience
  • •     Assist in the preparation of the monthly Dyson.com user review program reports
  • •     Provide website quality assurance testing support of the US website before, during and after the implementation of updates for errors in product pricing, availability and/or overall functionality

•     Use concise and specific language that upholds the Dyson brand and resolves customer concerns expeditiously

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

Education and Experience
  • High School diploma or equivalent required
  • 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.
  • 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
Skills
  • 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

Benefits

Dyson US monitors the market to make sure we offer competitive salaries and retirement plans. But financial rewards are just the start of a successful career at Dyson. Professional growth and new opportunities are driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a dress code reflecting our creative engineering spirit, it’s an exciting team environment geared to fuelling and realising 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. Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

Posted: 25 April 2019