Customer Experience Expert

About Us

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 Role

Our Customer Experience Experts 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 Experience Expert, 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 out 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

Benefits

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.