Customer Service Advisor

Summary Salary: Competitive Team: Customer Service and Inside Sales Location: Australia - Sydney Taren Point Contact and 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 Demo Store - Service Centre team forms a direct link between the business and Dyson owners. It helps ensure our owners have the best possible experience understanding, purchasing and using our pioneering technology. Owner experience is everything to us. It helps strengthen our reputation and it drives advocacy, ultimately driving product sales. Our Demo Store - Service Centre provide a touch point for our owners throughout their journey as a Dyson owner from purchase to delivering an exceptional experience through the troubleshooting, maintenance advice and repairs of our owner's machines.
Our Demo Store - Service Centre team exemplifies Dyson's problem-solving ethos. There's no query our team can't answer and there's no fault our Service team can't fix. Our Customer Service Advisors obsess over the understanding the technology and explaining its superiority to potential owners whilst creating an extraordinary experience that matches the quality of our products and reflects our innovative brand.
About the Role
At Dyson, we take a problem solving approach to everything we do. Our Customer Service Advisors are enthusiastic brand ambassadors, providing the ultimate owner experience explaining our technology, support queries, answering technical questions about machines and cross-selling Dyson products and services to existing owners. Our Advisors are Dyson advocates who know our technology inside out and are excited by it. They are the face of Dyson, connecting our world leading and pioneering technology with shoppers and owners.
Main responsibilities include but not limited to: -
Proactively approach customers in store, question and generate interest around Dyson products that are suited to their individual needs
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
Advise customers of repair options and pricing
Maintain customer account information in an accurate manner via our CRM / Mypos systems
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
Respond to email requests for information from managers and others within the business
File invoices and other office administrative duties as needed
Deliver hands on demonstrations with our customers, showcasing the unique benefits of Dyson products across the Floor Care, Environmental Control, Personal Care and Professional categories
Maintain a high standard of visual merchandising in your area, always looking for opportunities to increase Dyson in-store presence and reporting and display machine issues or fixture maintenance requirements
Execute and display point of sale material in store
Ensure you have sufficient stock levels, with all Dyson products out on display and in working order with the correct price
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: -
Customer service and/or sales experience
Experience within a premium retail environment is advantageous
An understanding of retail principles such as visual merchandising and sales targets
Time management skills with the ability to multi-task
Confident approach and a friendly, engaging manner
Determination, passion and drive for results
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.
We have a vibrant and diverse culture that is geared towards recognition and realising ambition.
Dyson is an equal opportunity employer. We know that great minds don't think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
Posted: 17 January 2024