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Expert Advice Consultant
2 months ago
We are seeking a highly skilled Customer Care Professional to join our team at Dulux Group. As an Expert Advice Consultant, you will play a critical role in providing expert advice on product specifications, warranties, and colors for our customers.
Reporting to the Customer Care Manager – ANZ, you will work collaboratively with a dedicated team of Customer Care Consultants and Assistants to deliver crucial advice to our customers. Your goal will be to proactively drive project specification outcomes, leading to the selection of our premium products and system solutions.
As a key member of our team, you will be responsible for addressing customer inquiries via inbound and outbound calls, emails, and LiveChat, providing expert advice on products, specifications, warranties, and colors. You will also identify and qualify specification opportunities, generate spec requests, follow up on inquiries, and provide detailed information for the Specification Consultant.
Key Responsibilities:
- Provide expert advice on product specifications, warranties, and colors to customers
- Identify and qualify specification opportunities and generate spec requests
- Address customer inquiries via inbound and outbound calls, emails, and LiveChat
- Troubleshoot and resolve customer issues using available knowledge and resources
- Escalate complex cases to the appropriate teams as needed
Benefits:
- Opportunities to work flexibly at all stages of your career
- Comprehensive, holistic health and well-being support
- Generous discounts on DuluxGroup products and corporate partnerships
- Market leading Learning and Development initiatives and genuine career pathways
- 20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave
Requirements:
- Demonstrated ability to build strong relationships with 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
