Help & Advice Customer Service Consultant

About the role

We are seeking a Help & Advice Customer Service Consultant responsible for advising and assisting customers via phone, email, and LiveChat (including various digital platforms and social networks) on our range of market leading Dulux decorative paint products.

This is an opportunity with real variety. In this role you will be providing our customers with product and colour information, establishing customer requirements for lead generation, and support on providing advice to help bring customers' projects to life.

This is a real consumer-focused role so to succeed you’ll need to have an excellent phone manner and the confidence to deal with a variety of different enquiries with ease. You’ll be joining a close-knit team, so a positive approach to teamwork is a must. You will be comfortable with using technology and a range of different systems, embrace change and multi-tasks without difficulty.

DuluxGroup is proudly an equal opportunity employer. Talent is our only criteria. Let us know by emailing Duluxcareers@duluxgroup.com.au if you require any adjustments to the recruitment process so we can support you to present your best self. 

Responsibilities

• Answer customer enquiries via different methods for technical, colour and service assistance
• Troubleshoot and resolve customer issues using product knowledge and available resources
• Escalate complex issues to appropriate teams
• Document interactions and feedback via the CRM system
• Follow up with customers for satisfaction, participate in training, and contribute to process improvement
• Availability to work on a rotating roster including some weekend work

Benefits                                                                                                                                     

• Opportunities to work flexibly at all stages of your career
• Enjoy comprehensive, holistic health and well-being support, including our Wellbeing Hub and full EAP support
• Let us cover the gap for you, employees with private health insurance extras cover can claim up to $1000 out of pocket gap costs annually 
• Give back to the communities in which we live and work, with our “Community Action Day” and other programs
• Market leading Learning and Development initiatives and genuine career pathways to accelerate your growth
• 20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave available from the first day you start working with us.
• Feel truly valued through our employee recognition programs
• Enjoy generous discounts on DuluxGroup products and through our corporate partnerships

Skills & Experience

• Previous customer service/technical support experience in a call centre environment is desirable
• A high level of proficiency in English, both written and spoken
• Computer and tech-savvy
• Expertise in diagnosing and resolving technical and colour-related queries through logical thinking and troubleshooting
• The ability to work well under pressure and handle multiple tasks simultaneously

Why DuluxGroup?

As a member of our team, you'll unleash your potential, grow, achieve and thrive with us.

We offer a fast-paced work environment that values collaboration, rewards high-performance, and inspires innovation.

But it's not just about the work - it's also about the people.

At DuluxGroup, we foster a culture of inclusion, diversity, and flexibility. We care about your wellbeing, and we prioritise your safety in everything we do. You'll work alongside people who value your unique perspectives and contributions.

If you're ready to join a compassionate and collaborative workplace, your opportunity starts here.

Realising your full potential starts here

At DuluxGroup, we believe in the power to 'Imagine a better place', and we want you to be a part of it!

You'll work with iconic, trusted household brands with a 100+ year history, have the stability of working for a global company and your work will have a real impact. Join us and be part of our growth trajectory as we continue to expand our business globally and innovate in our industry.

DuluxGroup is made up of six main business areas comprising of 50 well recognised brands, this opportunity sits within our Dulux Paints and Coatings business.

Dulux Paints and Coatings is Australia’s leading marketer and manufacturer of premium branded decorative paints, woodcare coatings and texture coatings.

Applicants must have sufficient working rights for this role.