Customer Service Advisor

4 weeks ago

Melbourne, 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 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 Centre's and Experience Centre's 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**:
Pioneering technology takes more than just inventive engineers. At Dyson, we take a problem solving approach to everything we do. Our Customer Service Advisors are enthusiastic brand ambassadors, 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.

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
- File invoices and other office administrative duties as needed
- Keep the showroom or display area neat, clean and tidy
- Ensure stock on display is in working order

**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 a confident approach and a friendly, engaging manner.

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
- Strong interpersonal skills with an ability to communicate complex information simply
- Ability to push, pull and lift 12kgs

**Benefits**:
Outside of a competitive salary, our team members receive generous product discounts, additional paid annual leave, a generous, above market parental leave scheme and ongoing learning and development opportunities.

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.

We have a vibrant and diverse culture that is geared towards recognition and realising ambition. You'll have regular social activities to take part in and you'll work with a fantastic team of people every day.

LI-VG1

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