Customer Service Advisor

3 days ago

Padstow, New South Wales, Australia Dulux Full time
About the Role

We are seeking a Help & Advice Customer Service Consultant responsible for advising and assisting customers via phone, email, and LiveChat on our range of market leading Dulux decorative paint products.

In this role, you will provide our customers with product and colour information, establish customer requirements for lead generation, and support on providing advice to help bring customers' projects to life.

This is a real consumer-focused role, so to succeed, you'll need to have an excellent phone manner and the confidence to deal with a variety of different enquiries with ease.

As a member of our team, you'll be comfortable with using technology and a range of different systems, embrace change, and multi-task without difficulty.

Responsibilities

- Answer customer enquiries via different methods for technical, colour and service assistance
- Troubleshoot and resolve customer issues using product knowledge and available resources
- Escalate complex issues to appropriate teams
- Document interactions and feedback via the CRM system
- Follow up with customers for satisfaction, participate in training, and contribute to process improvement
- Availability to work on a rotating roster, including some weekend work

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

Skills and Experience

- Previous customer service/technical support experience in a call centre environment is desirable
- A high level of proficiency in English, both written and spoken
- Computer and tech-savvy
- Expertise in diagnosing and resolving technical and colour-related queries through logical thinking and troubleshooting

Why DuluxGroup?

As a member of our team, you'll unleash your potential, grow, achieve and thrive with us. We offer a fast-paced work environment that values collaboration, rewards high-performance, and inspires innovation. We care about your wellbeing and prioritize your safety in everything we do.

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