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Customer Service Representative
1 month ago
We are seeking a skilled Customer Care Consultant to join our team at Dulux. As a key member of our Customer Care Team, you will be responsible for providing expert advice on product specifications, warranties, and colours for Dulux/DGL Powder & Industrial Coatings on various projects.
Reporting to the Customer Care Team Leader, you will work collaboratively with a dedicated team of Customer Care Consultants and Assistants to deliver crucial advice when our customers need it most. Your goal will be to proactively drive project specification outcomes, leading to the selection of Dulux/DGL Powder Coatings' premium products and system solutions for project coatings.
Additionally, you will be required to work a rotating shift roster between 7 AM and 5:30 PM to ensure coverage for the New Zealand timezone/market.
We're proud to represent market-leading, trusted brands and products, and we're looking for someone who shares that pride. If you're energised by working alongside team mates who have the same passion and drive as you, we want to hear from you.
Responsibilities
Address customer inquiries via inbound and outbound calls, emails, and LiveChat, providing expert advice on products, specifications, warranties, and colours
Identify and qualify specification opportunities, generate spec requests, follow up on inquiries, and provide detailed information for the Specification Consultant
Troubleshoot and resolve customer issues using available knowledge and resources
Escalate complex cases to the appropriate teams as needed
Ensure customer satisfaction through follow-ups, participate in training, and contribute to process improvements
Benefits
Opportunities to work flexibly at all stages of your career
Enjoy comprehensive, holistic health and well-being support, including our Wellbeing Hub and full EAP support
Let us cover the gap for you, employees with private health insurance extras cover can claim up to $1000 out of pocket gap costs annually
Give back to the communities in which we live and work, with our "Community Action Day" and other programs
Market leading Learning and Development initiatives and genuine career pathways to accelerate your growth
20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave available from the first day you start working with us
Feel truly valued through our employee recognition programs
Enjoy generous discounts on DuluxGroup products and through our corporate partnerships
Skills & Experience
Demonstrated ability to build strong relationships with both internal and external stakeholders
Proven experience in customer service, ideally within a technical sales role and B2B environment
Skilled in navigating various software platforms, including LiveChat or similar tools
Excellent written and verbal communication abilities
Strong multitasking skills, with the initiative to consistently exceed customer expectations
Why DuluxGroup?
We offer a fast-paced work environment that values collaboration, rewards high-performance, and inspires innovation. At DuluxGroup, we foster a culture of inclusion, diversity, and flexibility. We care about your wellbeing, and we prioritise your safety in everything we do. You'll work alongside people who value your unique perspectives and contributions.
