Job Description

Summary Salary: Competitive Team: Customer Service and Inside Sales Location: India - Gurgaon Office

About Us:

Dyson is a global technology enterprise. We solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. We\'re growing fast and our ambition is huge - more categories, more locations and more people.

About The Role:

Our Customer Service team epitomizes Dyson\'s problem-solving ethos. There\'s no query our Ask Dyson teams can\'t answer. And there\'s no fault our Dyson Experts can\'t fix. Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. We never miss an opportunity to talk about Dyson\'s latest machines - and frequently sell products as well as solve problems. From letters and emails, to calls, online and social media, our team is constantly evolving to give better service.

Accountabilities

• Maintain Customer first approach and lead customer contact channels- Voice, chats, social, emails etc.
• Identify improvement opportunities for Dyson customer service, influencing cross functional teams and stake holders to build customer centric organization.
• Conceptualize and drive digital Initiatives for process enhancement and automation of Customer Journey.
• Play an active role in the development and delivery of the Customer Relationship Management (CRM) program.
• Vendor management

• Drive vendor performance and meet KPIs (Key Performance Indicators) through review, feedback and continuous improvement initiatives.
• Review reporting & tracking mechanism of SLAs
• Communicate and track updates / changes in strategies / offers / market standards to the vendor.
• Be the first point of contact for the vendor Contact Center
• Maximize appropriate use of technology to improve customer experience while improving efficiency by working with market and regional customer service teams.
• Develop efficient and effective business model for customer service, both from owners and cost perspective.
• Ensure excellent internal communication with business units and Customer Service team to help foster a customer-centric culture.
• Identify opportunities throughout Customer Service to minimize operating costs.
• Drive the development and implementation of policies and processes throughout customer service to maximize operational efficiency and profitability. Develop and deliver the people agenda to promote best in class service.
• Work closely with relevant stakeholders to ensure Customer Service is included in strategy, plans and discussions, for both current product and NPD.
• Develop Contact Center as profit center through Dyson machine and and accessories sale

About You:

• An understanding of the prioritization of workloads at a Contact Centre
• Graduate/MBA with over 10 years of relevant work experience
• Technically and digitally minded, understanding the changing face of customer expectations
• An understanding of the Resource and Planning cycle

• Strong knowledge of Excel (advanced level), BI and other Microsoft Office products
• Strong Reporting & presentation skills
• Excellent inter-personal skills and strong ability to work cross-functionally.
• Able to adapt to change, be resilient and act as a role model to colleagues across
• Strong Analytical Skills

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: 31 October 2023

Dyson