Retail Service Advisor

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.

Dyson have a state-of-the-art facility in Camberwell that provides walk-in service for our Melbourne owners, as well as functioning as a store where people can buy machines and parts. Our Customer Service team exemplifies Dyson’s problem-solving ethos. There’s no query our team can’t answer and there’s no fault our Service technicians can’t fix. Our Retail Service Advisors obsess over the customer experience and strive every day to create an extraordinary experience that matches the quality of our products and reflects our innovative brand.

About the Role

Our Retail Service Advisors are enthusiastic brand ambassadors, providing the ultimate customer experience through handling calls from customers with after-sales support queries, answering technical questions about machines and cross-selling Dyson products and services to existing owners. As the face of Dyson, you will play a key role in driving the Dyson passion and generating excitement around our products.

Main responsibilities include but not limited to:-

• Deliver a positive customer experience that exceeds customer expectations in an effective and timely manner
• 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
• Carry out product demonstrations where required
• Advise customers of repair quotes both over the phone and over the counter
• Maintain customer account information in an accurate manner via our CRM system
• 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
• Keep the showroom or display area neat, clean and tidy
• Upsell products if required to ensure the customer has the best Dyson product for them.
• Educate customers on all Dyson products that are available for purchase
• Ensure stock on display is in working order

Previous skills & experience:

• Experience within customer service and/or sales
• Experience with data entry or administration with an understanding of Excel and CRM systems preferred
• Previous experience handling cash, EFTPOS and credit card facilities

• Ability to push, pull and lift 12kgs

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.