Dyson is a global technology company on a mission to improve people’s lives: whether that be by making the air they breathe safe and clean, or connecting them to high performing machines which keep their homes clean.
About the RoleOur 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
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
Outside of a competitive salary, our team members receive generous product discounts, additional paid annual leave, a generous, above market parental leave scheme and ongoing learning and development opportunities.
At Dyson, our people are at the heart of everything we do. We value you bringing yourself to work and we want to deliver an employee experience that matches the quality we give to our customers.
We have a vibrant and diverse culture that is geared towards recognition and realising ambition. You'll have regular social activities to take part in and you'll work with a fantastic team of people every day.
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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.
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What We Do
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
