Business Intelligence Graduate
As a Graduate customer service business intelligence specialist, you’ll be scrutinising data from all angles of our customer experience journey. Whether you’re supporting the Call Centre or the Repair Centre, you’ll play a vital role in ensuring the right people have insights into our customer behaviour in order to make strategic plans for the benefit of Dyson customers world-wide.
Dyson has made a major strategic expansion into Asia. China is our main focus market for future growth, delivering a turnover of RMB2billion within 4 years. At the heart of the Asia expansion is the decision to create a strong Dyson team on the ground in Shanghai, where this role will be based. The team is currently 300+ people.
Dyson Customer Service is to provide excellent services to customers including pre-sales and post-sales services. It includes customer enquiries through varied channel and transaction types about products, sales channel, campaign and promotions, repair service & refurbishment, customer feedback and complaint handling, oriented to achieve customer satisfaction and loyalty, etc.
We have two main functions in the Customer Care team, one is the Call Centre operation and the other is the Repair Centre operation which includes both repair and refurbishment. We aim to provide services to customers with seamless operations and provide a great service experience.
Our graduates work in real jobs, so are given real responsibility from Day one. To help you understand Dyson and set you up for success in your role you can expect a through Induction when you start and a personal Programme of Development for the first 2-3 years. This will equip you with the professional skills needed for a long term career at Dyson.
In this role specifically you can expect the following:
You’ll play a key role to make sure Dyson always has the access and insights to its customer service activity related data and insights for both pre-sales and post-sales customer services – from Dyson internally or its 3rd party vendors
Assist the Customer Service management team with data analysis and reporting to support the business activities and requirements including but not limited to Unit cost & Productivities, NPS and VOC analysis, Work Force management, business review and presentations, etc.
Work closely with Contact Centre, Repair Centre and other related stakeholder functions to acquire the data insights and explore the enhancement plan throughout the customer service journey
Support the department head with all other related reporting and business analysis needs
You’ll be part of a larger team so must be able to work with others but be equally as comfortable working independently; managing your own time and project deliverables.
Stakeholders are diverse – internal and external; senior management, technical specialists or other Graduates potentially. They could be based locally or further afield in one of our other 20+ offices so you must be able to build relationships quickly and develop your personal networks
Working in a Global business you will need to be fluent in both Mandarin and English, both spoken and written, and any additional languages would be a bonus
You will have recently Graduated/be graduating from University with at least a Bachelor’s degree, but possibly a Masters level. Due to the analytical nature of the role, we are looking for people that studied a degree in marketing, business, IT or mathematics
We are an innovative technology company, making a broad range of product and so an understanding of what we do, and what makes us different, is advantageous
In this role you will specifically need the following skills:
Excellent MS Office skills (Word, Excel, PowerPoint, Visio), VBA programming or database mgmt (SQL) skills would be a plus
Good understanding of data, has good potential with analytical and problem-solving skills
Detail caring & result driven, passion in adopting cutting edge reporting and data visualisation technologies
Working/internship experience in a Customer Service environment and/or project management would be a plus