Description and Requirements

Your role will be to monitor and act upon all day to day operational aspects of the direct customer order journey, from fraud monitoring to ensuring early warning when operational issues arise.

Market Overview:

As one of Dyson’s fastest growing market, Spain provides unique challenges to our growth. We thrive on confronting these head on: developing new categories, stronger claims, more targeted marketing and more engaging retail environments to fight off tough competition. It builds great camaraderie and cross-team support – and motivates us to set increasingly ambitious targets.

Function Overview:

Dyson is all about problem-solving and our Contact Centre is no exception. We’re dedicated to delivering world class service and that means having a world class team. Dyson’s culture is unique; dynamic, inventive, technology-obsessed and decidedly un-corporate. 

Accountabilities:

  • Your main activity will be to reduce the impact of fraud on the Dyson business. You will monitor Market by Market fraud levels and reporting of any unusual activity on a daily basis
  • You will also be responsible for capturing intelligence from manual decisions made about fraud, and feed these back to your team leader
  • You will also be responsible for reducing the number of charge backs to the business, and reducing cost to Dyson. You’ll monitor charge back notifications from our system and review and investigate each one individually. You will then have to make a decision on liability and then inform our fraud provider of the decision
  • You will be responsible for direct customer communication, both written and verbal
  • You will have visibility of the end to end customer journey, from the customer placing the order through to delivery and completion. You will need to confirm warehouse picks, as well as stock availability and delivery confirmation
  • You'll also be responsible for processing customer refunds

Skills:

  • You will have excellent communication skills, and will need to be fluent in English and at least one other European language 
  • You’ll be IT literate, with a good working knowledge of SAP, MS Office (Excel and Word), and Engage 
  • You will be proactive, and have a strong focus on driving productivity and achievement of KPIs 
  • You will also have an excellent eye for detail, and have a track record in working under pressure

Benefits Overview:

  • Competitive holidays
  • Discount on Dyson product