Dyson
Customer Resolutions Specialist
Our business is built from a desire to solve the problems others ignore
Customer service and support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Dyson
At Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by developing new things, different things, things that go against the grain with a diverse and global team of ingenious minds.
Dyson employs over 14,000 people and is present in more than 80 countries. And while we are growing fast we want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners. At the same time we are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education.
Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter. We drive empowerment, development and equality in an inclusive environment for our people around the world.
The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas.
About the role
About the Role
Our Customer Resolution Specialists are the best of the best when dealing with customer related complaints ensuring all cases no matter how complex are resolved to the satisfaction of our owners as well as the business. Within Customer Service, the team are the go to's for product and process knowledge along with their complaint handling savvy. They are driven to turn our owners into passionate advocates of the brand and our team ensure each touchpoint with the customer is rewarding.
As a Customer Resolution Specialist, you will have three main components to your role. First is the adept investigation and resolution of complaints. Second converting customers into owners by expertly recommending our best products and technology. Third is being the subject matter support for our frontline teams by answering questions and being a resource champion.
Hybrid working options are available after 3 months. Main responsibilities include but not limited to:-
- Investigate and manage complaints end to end as the go to escalation point across multiple contact channels within Customer Service
- Expertly sell our technology via our price match and exclusive offer lines
- Support our frontline team members with product and process knowledge as a subject matter expert for all things Dyson
- Provide real time advice and approvals to help resolve owners queries to maintain a high first call resolution rate
- Assist with identifying continuous improvement opportunities and providing feedback to stakeholders as a critical owner touchpoint
About You
To excel in this role, you will bring a passion for delivering exceptional customer service, driven by a determination to exceed expectations. You will have strong analytical and decision-making skills, coupled with the ability to resolve conflicts and solve problems effectively. A genuine love for connecting with people and engaging in meaningful conversations with customers is essential. Empathy, understanding, and a solution-focused mindset will enable you to address customer needs thoughtfully, while resilience and composure in challenging situations will help you maintain a positive attitude under pressure. Previous skills & experience:
- Previous call centre experience
- Previous work experience within customer service
- Experience with data entry or administration with an understanding of Excel and CRM systems preferred
- High level of written communication skills
- Strong time management skills
What you'll be responsible for
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Query Handling
Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
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Query Handling (online / live chat)
Address and resolve queries, questions, and problems via online platforms to ensure positive customer outcomes and experiences
Skills you'll need
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Written communication
Writes in a clear and structured format to convey information and ideas effectively to a target audience
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Service orientation
Actively seeks and develops strategies to help key stakeholders
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Verbal communication
Speaks clearly to convey information effectively to a target audience
Meet the team
