Customer Service Advisor

2 weeks ago

Melbourne, Victoria, Australia Dyson Full time

Summary:

Salary:

Competitive

Team:
Customer Service and Inside Sales

Location:

Australia - Melbourne Camberwell Service Center

About Us


Dyson is a global technology company that transforms every category it enters with iconic inventions that work, perform and look very different.

It's about better ideas and better technologies, to solve the problems that others often ignore.

Our Demo Store - Service Centre team forms a direct link between the business and Dyson owners. It helps ensure our owners have the best possible experience understanding, purchasing and using our pioneering technology. Owner experience is everything to us. It helps strengthen our reputation and it drives advocacy, ultimately driving product sales.

Our Demo Store - Service Centre provide a touch point for our owners throughout their journey as a Dyson owner from purchase to delivering an exceptional experience through the troubleshooting, maintenance advice and repairs of our owner's machines.

Our Demo Store - Service Centre team exemplifies Dyson's problem-solving ethos. There's no query our team can't answer and there's no fault our Service team can't fix.

Our Customer Service Advisors obsess over the understanding the technology and explaining its superiority to potential owners whilst creating an extraordinary experience that matches the quality of our products and reflects our innovative brand.

About the Role

At Dyson, we take a problem solving approach to everything we do.

Our Customer Service Advisors are enthusiastic brand ambassadors, providing the ultimate owner experience explaining our technology, support queries, answering technical questions about machines and cross-selling Dyson products and services to existing owners.

Our Advisors are Dyson advocates who know our technology inside out and are excited by it. They are the face of Dyson, connecting our world leading and pioneering technology with shoppers and owners.

Main responsibilities include but not limited to:

  • Proactively approach customers in store, question and generate interest around Dyson products that are suited to their individual needs
  • 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
  • Advise customers of repair options and pricing
  • Maintain customer account information in an accurate manner via our CRM / Mypos systems
  • 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
  • File invoices and other office administrative duties as needed
  • Deliver hands on demonstrations with our customers, showcasing the unique benefits of Dyson products across the Floor Care, Environmental Control, Personal Care and Professional categories
  • Maintain a high standard of visual merchandising in your area, always looking for opportunities to increase Dyson instore presence and reporting and display machine issues or fixture maintenance requirements
  • Execute and display point of sale material in store
  • Ensure you have sufficient stock levels, with all Dyson products out on display and in working order with the correct price
About You


To be successful in this role you will have a keen interest in technology with the ability to communicate how machines work differently.

You have strong interpersonal skills and able to communicate complex information simply and the ability to work independently.

Previous skills & experience:

  • Customer service and/or sales experience
  • Experience within a premium retail environment is advantageous
  • An understanding of retail principles such as visual merchandising and sales targets
  • Time management skills with the ability to multitask
  • Confident approach and a friendly, engaging manner
  • Determination, passion and drive for results
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.

We have a vibrant and diverse culture that is geared towards recognition and realising ambition.

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