Operational Support Advisor
Dyson
Barcelona, Spain
hace 11 horas

About the role

Keyaccountabilities :

Fraud

  • Monitor on a daily basis Market by Market fraudlevels and reporting of any unusual activity.
  • Manually override decisions using predefinedcriteria to support the correct decision, and capture intelligence from these decisions.
  • Further investigation of fraudulent activity,brought to Dyson’s attention by the police.
  • Charge Backs

  • Monitor charge back notifications and investigateeach one individually, before making decisions on liability
  • Ensure that a full and accurate log is made onevery chargeback that is investigated.
  • Operation Support Desk

  • View the end to end order journey from placingof an order to it being delivered by the courier. This should include both Sales and Operational issues, including :
  • Review Stock Issues where there are known potentialstock availability constraints, and identify if an out of stock position islikely to occur.
  • Liaise withrelevant stakeholders regarding activity levels so that they can make informeddecisions with service providers.
  • Build relationships with all EU / Market Logisticsto retrieve information in a timely manner to review performance and identifystrong ways of working.
  • Refunds

  • Assist with auctioning and processing customerrefunds for finished goods, spares and accessories.
  • Complete gesture of goodwill refunds onceauthorised.
  • Complete refunds of shipping and postage costswhen we have not met our delivery promise.
  • About you

    You’ll need to have :

  • A good level of PC competence including Excel.
  • Proven experience in written communication andescalated complaint handling.
  • Working knowledge of Engage and SAP
  • Strong focus on driving productivity and achievement of targets.
  • Ability to work under pressure.
  • Professional and proactive approach.
  • Excellent decision making ability.
  • Excellent communication skills including good written and verbal English plus at least one other core EU language.
  • Benefits

  • Company bonus
  • Discount on Dyson machines
  • Competitive annual leave
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