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Senior Customer Service Advisor

Summary

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

About Us

Dyson is a global technology company on a mission to improve people’s lives: whether that be by making the air they breathe safe and clean, or connecting them to high performing machines which keep their homes clean. 

Our Service team forms a direct link between the business and Dyson owners. It helps ensure our owners have the best possible experience using our technology. Owner experience is everything to us. It helps strengthen our reputation and it drives advocacy. Our Service Centres and Experience Centres provide a touch point for our owners throughout their journey as a Dyson owner, delivering an exceptional experience through the repairs and service of machines.

Our Customer Service team exemplifies Dyson’s problem-solving ethos. There’s no query our team can’t answer and there’s no fault our Service Technicians can’t fix. Our Customer Service Advisors obsess over the customer experience and strive every day to create an extraordinary experience that matches the quality of our products and reflects our innovative brand.

About the Role

The Senior Customer Service Advisor is an enthusiastic brand ambassador, providing the ultimate customer experience through handling calls from customers with after-sales support queries, answering technical questions about machines and cross-selling Dyson products and services to existing owners. As the face of Dyson, you will play a key role in driving the Dyson passion and generating excitement around our products, and be a senior member of the team, supporting any task that is required.

Main responsibilities include but not limited to:-

  • Deliver a positive customer experience that exceeds customer expectations in an effective and timely manner

  • Take ownership and troubleshoot customer issues, aiming for a first touch resolution

  • Perform hands on technical diagnostics and provide a resolution where applicable

  • Take personal responsibility for advising customers of promotions and new technology by cross selling Dyson products and services

  • Carry out product demonstrations where required

  • Advise customers of repair quotes both over the phone and over the counter

  • Maintain customer account information in an accurate manner via our CRM system

  • Process shipping labels and dispatch customers machines using courier service

  • Process payments via cash, credit card or cheque and complete end of day balance

  • Record and complete tracking of all interactions with customers in a computerised database

  • Mail requests for information from managers and others within the business

  • File invoices and other office administrative duties as needed

  • Keep the showroom or display area neat, clean and tidy

  • Upsell products if required to ensure the customer has the best Dyson product for them

  • Educate customers on all Dyson products that are available for purchase

  • Ensure stock on display is in working order

  • Be the first person to be flexible, supporting any task that requires doing. This may include receiving a pallet, boxing, working the front desk, working a tech bench

  • Support and train the other staff in your direct area, be that Techs, Front Counter or Warehouse Support

  • Act as a Team Lead in the absence of the Team Leader

About You

To be successful in this role, you will have a keen interest for technology with the ability to communicate how machines work differently. You have a confident approach, a collaborative team player with strong interpersonal skills able to communicate complex information simply.

Previous skills & experience:-

  • Previous work experience within customer service and/or sales

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

  • Previous experience handling cash, EFTPOS and credit card facilities

  • Good verbal communication and time management skills

  • Computer literate and proficient in MS Office

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.