Customer Service Advisor

3 months ago

Perth, Australia Dyson Full time

**Summary**:
**Salary**:
Competitive

Team:
Retail

**Location**:
Australia - Perth Osborne Park Service Centre

**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 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**:
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. To be suitable for this role, you will be required to work every Saturday.

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
- 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

**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:
- 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

**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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