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Customer Care Advisor

Summary

Salary
Competitive
Team
Customer Service and Inside Sales
Location
Australia - Sydney Parramatta Contact Centre

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. 

Our contact centre is an integral part of the Dyson ANZ Service Team. Owner experience is everything to us and we help our owners have the best possible experience using our technology. What we do helps strengthen our reputation. The team are technology experts, trained to give specialist advice and guidance to solve real problems for people in real time. Over the phone and online our team is ready to respond when new machines and technologies launch. Working to daily targets, we resolve technical queries, provide product information, deliver excellent service and upsell owners new machines.

About the role

Pioneering technology takes more than just inventive engineers. At Dyson, we take a problem solving approach to everything we do. Our Customer Care Advisors are natural problem solvers who communicate with our customers over the phone, via livechat or via email. We aim to understand each individual need or query and deliver a solution that over delivers on our owners’ expectations. We are driven to turn our owners into passionate advocates of the brand and our team ensure each touchpoint with an owner is rewarding.

As a Customer Care Advisor, you will report to a Team Leader and will contribute to one of the largest functions in ANZ. You’ll handle calls, emails and live chat queries, investigate and troubleshoot, educate our customers and maximise sales opportunities.

During the first 90 days of your employment, you will be required to work from the office which is based in Parramatta. Thereafter, you have the option to work from home.

Main responsibilities include but not limited to:

  • Answer inbound calls from owners, service agents, and retailers.

  • Provide product knowledge and educate Dyson owners on their machine

  • Provide support and troubleshooting over the phone, via email or live chat

  • Share your knowledge of Dyson products ensuring our owners are always up to date with what’s on offer

  • Sales of new machines and parts

  • Where over the phone resolution is not possible, book machines for service or repair

  • Process orders for spare parts or new machines

  • Data entry and administration within a CRM system

  • Achieve a standard of excellence in our work processes and outcomes, ensuring adherence to Dyson policies and all relevant regulatory and legal requirements

  • Promote, implement and comply with health and safety procedures

About you

You are a confident and clear communicator with a "can-do" attitude and strong time management skills. You will have the ability to work calmly under pressure managing priorities and passionate about delivering an exceptional and memorable customer service experience.

Previous skills and experience:

  • Previous call centre experience is desired but not necessary

  • Previous work experience within a customer service role

  • Experience with data entry or administration with an understanding of Excel and CRM systems preferred

  • High level of written communication skills

  • A collaborative, team player

Benefits

At Dyson, our people are at the heart of everything we do. We value you bringing yourself to work and we want to deliver an employee experience that matches the quality we give to our customers.

Outside of a competitive salary and bonus, our team members receive generous product discounts, additional paid annual leave, paid parental leave and ongoing learning and development opportunities. You will be provided with all tools of trade.

Innovation is in our DNA and we are excited to adopt new ways of doing things differently, and better.

#LI-DYSON


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.

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.