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Related keywords
- Credit Resolution Specialist
- Customer Resolution Specialist II
- Customer Service Resolution Specialist
- Billing Resolution Specialist
- Client Resolution Specialist
- Complaint Resolution Specialist
- Ticket Resolution Specialist
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Company | Dyson |
Address | Illinois, United States |
Employment type | FULL_TIME |
Salary | |
Category | Appliances, Electrical, and Electronics Manufacturing |
Expires | 2023-09-01 |
Posted at | 9 months ago |
About Us
US FT Benefits Package
- Ability to handle concurrency of up to 8 chats, while achieving Service Level targets- 10 second Average Speed of Answer (ASA)
- Maintain positive relationships with Dyson customers by completing survey recovery
- Support Workshop and Cielo Dashboard workflows
- Leverage all available resources to quickly resolve all customer concerns
- Trouble-shoot customer issues at the customers’ level of understanding
- Identify resolution trends and communicate them to the leadership team and collaborate to find long term solutions
- Take ownership of customers’ issues, aiming for first contact resolution
- Thoroughly walk Customer Experience team through proper troubleshooting steps utilizing appropriate resources (Resolve/TechSee)
- Deliver an outstanding positive customer experience to consumers and frontline advisors
- Offer guidance, support, and education to employees to help prevent future resolution issues.
- Provide support to customer experience team by handling supervisor and requested resolution chats through our Internal bot platform.
- 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
- Optimize customer experience on every interaction (Internal/External) by demonstrating a willingness to assist
- Ability to absorb a customer’s objection and find a creative and acceptable solution
- Special projects as needed and assigned by leadership
- Bilingual skills strongly desired
- 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
- 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
- Proven technical aptitude- strong Excel skills, attention to detail
- Ability to work a flexible schedule which will include evenings, weekends, holidays and possibly overtime
- Ability to understand the Dyson brand and uphold its integrity
- Maintain superior attendance and punctuality
- Strong written, verbal, and interpersonal skills- Sustain a high level of call quality at all times
US FT Benefits Package
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