Customer Resolution Specialist

Position Title: Customer Service Helpdesk Resolution Specialist 

About Us:  

 Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood.  We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.  

Our Customer Service Helpdesk team forms a direct link between the business and Dyson owners. The team are technology experts, trained to give our specialists advice and guidance to solve real problems for people in real time. Working to daily targets, they resolve technical queries, provide product information, deliver excellent customer service, and upsell.  

About the Role: 

• Deliver an outstanding positive customer experience to consumers and frontline advisors  

• Provide support to customer experience team by handling supervisor and requested resolution chats through our Internal bot platform.  

• Ability to handle concurrency of up to 8 chats, while achieving Service Level targets- 10 second Average Speed of Answer (ASA)  

• Leverage all available resources to quickly resolve all customer concerns  

• Ability to absorb a customer’s objection and find a creative and acceptable solution  

• Identify resolution trends and communicate them to the leadership team and collaborate to find long term solutions  

• Offer guidance, support, and education to employees to help prevent future resolution issues.  

• Take ownership of customers’ issues, aiming for first contact resolution  

• Optimize customer experience on every interaction (Internal/External) by demonstrating a willingness to assist  

• Trouble-shoot customer issues at the customers’ level of understanding  

• Thoroughly walk Customer Experience team through proper troubleshooting steps utilizing appropriate resources (Resolve/TechSee)  

• Maintain positive relationships with Dyson customers by completing survey recovery  

• Support Workshop and Cielo Dashboard workflows  

• Support regional escalation email mailboxes (Voice/Digital)- Work with the Supervisors and Operations Managers to ensure that emails from customers are being responded to within the agreed upon timeframe  

• Special projects as needed and assigned by leadership  

About You: 

• Ability to understand the Dyson brand and uphold its integrity  

• High level of customer service orientation required—a desire to help or serve others, to identify and meet their need  

• Be a team player; positive and engaging demeanor   

• Ability to work a flexible schedule which will include evenings, weekends, holidays and possibly overtime  

• Maintain superior attendance and punctuality   

• Strong written, verbal, and interpersonal skills- Sustain a high level of call quality at all times  

• Proven technical aptitude- strong Excel skills, attention to detail  

• Proven ability to achieve Key Performance Indicator (KPI) metrics and productivity targets consistently  

• Ability to perform outgoing and incoming calls wearing a headset for long periods of time  

• Bilingual skills strongly desired  

Benefits: 

​​US FT Benefits Package​ 

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.