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Operation Support Advisor

Summary

Salary
Competitive
Team
Customer Service and Inside Sales
Location
Netherlands - Amsterdam 2 Office

About us

Dyson is looking for an Operational Support Advisor to monitor and act upon all day to day operational aspects of the direct order journey, from fraud monitoring to ensuring early warning when operational issues arise either as a result of strong sales or operational challenges with the warehouse or carriers. You'll be the first point of contact for all digital and operational issues raising the appropriate tickets with Dyson IT, managing both initial internal and all external communications.

About the role

Fraud

  • Monitor on a daily basis Market by Market fraud levels and reporting of any unusual activity.

  • Manually override decisions using predefined criteria to support the correct decision, and capture intelligence from these decisions.

  • Further investigation of fraudulent activity brought to Dyson’s attention by the police.

Charge Backs

  • Monitor charge back notifications and investigate each one individually, before making decisions on liability

  • Ensure that a full and accurate log is made on every chargeback that is investigated.

Operation Support Desk

  • View the end to end order journey from placing of an order to it being delivered by the courier. This should include both Sales and Operational issues, including:

  • Review Stock Issues where there are known potential stock availability constraints and identify if an out of stock position is likely to occur. Assist the market in correcting this to prevent oversell.

  • Liaise with relevant stakeholders regarding activity levels so that they can make informed decisions with service providers.

  • Build relationships with all EU/Market Logistics to retrieve information in a timely manner to review performance and identify strong ways of working.

  • Ensure all order are correctly invoiced and correct any errors highlighted by finance

  • Handle any escalations raised where a customer needs additional support through the order journey

Refunds

  • Assist with auctioning and processing customer refunds for finished goods, spares and accessories.

  • Complete gesture of goodwill refunds once authorised.

  • Complete refunds of shipping and postage costs when we have not met our delivery promise.

Disputes

  • Handle any dispute raised by one of our payment providers.

  • Gather the necessary information to defend the dispute

  • Monitor the outcome of disputes

  • Raise any abnormalities in the decision on these disputes taken by payment providers

GDPR Compliance

  • Handle any DSRs submitted to the customer service team within the legally agreed time limit

About you

  • A good level of PC competence including Excel.

  • Proven experience in written communication and escalated complaint handling.

  • Working knowledge of Salesforce and SAP is valued

  • Strong focus on driving productivity and achievement of targets.

  • Ability to work under pressure.

  • Professional and proactive approach.

  • Excellent decision-making ability.

  • Excellent communication skills including good written and verbal English, one other core EU language is considered a plus.

  • Ability to work as part of a team in a dynamic environment

Benefits

  • Discount on Dyson products   

  • Company Pension scheme   

  • 29 days annual holiday plan   

  • Company Fitness plan   

  • EAP (Employee Assistant Programme)   

  • Life Assurance Plan   

  • Transportation allowance (0,21€/km regardless of the means of transport)   

  • Health Insurance – Medical Contribution    

  • Eye Examination & Computer Glasses Reimbursement 


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.