About Us Dyson is a global technology enterprise. We solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. We’re growing fast and our ambition is huge – more categories, more locations and more people. Pioneering technology takes more than just inventive engineers. At Dyson, we take a problem-solving approach to everything we do. Our Community Management Specialists are natural problem solvers who communicate with our customers over the phone, via live webchat or via email. We aim to understand each individual need or query to deliver solutions that exceed expectations. We are driven to turn our owners into passionate advocates of the brand and our team ensure each touchpoint with the customer is rewarding. About the Role Reporting to the Digital Quality Manager, you'll join one of our largest functions in ANZ, playing a vital role in shaping the public face of the Dyson brand across key social media channels. You'll be the expert managing a wide range of social media inquiries and driving engaging online communities. Your primary focus will be on strengthening the brand image by prioritising public interactions on channels like Instagram, Facebook, and others. A key part of the role involves partnering with our marketing team to prioritise and uplift the voices of influencers, partners, and user-generated content (UGC) that align with Dyson's values. You will also be responsible for monitoring comments and feedback on all posts, ensuring our campaign messaging resonates powerfully with owners and followers alike. Main responsibilities include but not limited to:- Efficiently handle and resolve a diverse range of inbound inquiries from owners, service agents, and retailers across various channels (phone, email, live chat, social) Maintain expert product knowledge to educate and empower owners on their machines, providing troubleshooting support and sharing the latest product information and offers Own the Dyson narrative in the public domain by managing, moderating, and responding to interactions, comments, and reviews across all social channels and review platforms (e.g. Google, Bazaar Voice) Work closely with the Marketing team to support campaigns, new product launches (NPD), and influencer advocacy, and collaborate with APAC teams on content and digital standards Utilise CRM and data entry skills to navigate systems, manage the community case queue, and provide valuable feedback to product and social teams on digital performance Participate in sales sprints and promotional events, driving new machine sales to both existing and new owners Work with APAC social teams to help with content and digital standards About You To be successful in this role, you must thrive in the digital space and understand the intricacies of all social media channels. You'll act as the crucial link between our Customer Care and Marketing teams, requiring an agile, collaborative approach and exceptional communication skills to ensure our community activities meet strategic objectives. When you aren't focused on complex casework, you'll manage and resolve inbound queries from owners. Above all, you'll demonstrate a genuine passion for superior customer service and an inherent pride in helping others. Previous skills & experience:- Previous experience managing customer interactions across social media platforms such as Facebook, Instagram, and TikTok is preferred Previous call centre or customer service experience Typing speed of 35 words per minute and strong computer literacy skills Skilled in data entry with an understanding of Excel and CRM systems preferred Experience with social media channels and posting guidelines Benefits Outside of a competitive salary, our team members receive generous product discounts, additional paid annual leave, a generous, above market parental leave scheme and ongoing learning and development opportunities. At Dyson, our people are at the heart of everything we do. We value you bringing yourself to work and we want to deliver an employee experience that matches the quality we give to our customers. We have a vibrant and diverse culture that is geared towards recognition and realising ambition. You'll have regular social activities to take part in and you'll work with a fantastic team of people every day. LI-VG1 Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
