Customer Care Consultant
Duluxgroup
Advise customers on Dulux/DGL product specs, warranties & colours via phone, email and chat.
2 days ago ago
Intermediate (4-7 years), Junior (1-3 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Dandenong, Victoria, Australia
Office Full-Time
Company Size
8,000 Employees
Service Specialisms
Paint and Coatings Manufacturing
Surface Preparation
Industrial Coatings
Decorative Finishes
Construction Materials
Product Innovation
Sustainability Solutions
Sector Specialisms
Decorative Paints
Texture Coatings
Protective Coatings
Industrial Coatings
Powder Coatings
Woodcare Coatings
New Housing
Commercial Construction
Role
What you would be doing
spec advice
warranty processing
issue resolution
spec identification
portal updates
continuous improvement
- Provide expert advice on product specifications, warranties, and colours via inbound/outbound calls, emails, and LiveChat
- Manage administrative tasks such as warranty processing, portal updates, and documentation
- Troubleshoot and resolve customer issues promptly, escalating complex cases where needed
- Contribute to continuous improvement through feedback, training participation, and collaboration across teams
- Identify and qualify specification opportunities, generating spec requests and detailed follow-ups for the Specification Consultant
What you bring
communication
high volume
organised
customer service
livechat
relationship
- Excellent written and verbal communication skills, with strong attention to detail
- Comfortable managing high call and chat volumes (approx. 20–25 calls or 25- 30 chats per day) and balancing admin tasks
- Highly organised, adaptable, and proactive in exceeding customer expectations
- Proven customer service experience, ideally in a technical sales or B2B environment
- Confident navigating multiple software platforms and CRM tools (experience with LiveChat or similar preferred)
- Strong ability to build relationships with internal and external stakeholders
- 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
- Market leading Learning and Development initiatives and genuine career pathways to accelerate your growth
- Feel truly valued through our employee recognition programs
- Give back to the communities in which we live and work, with our “Community Action Day” and other programs
- 20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave available from the first day you start working with us.
- Enjoy generous discounts on DuluxGroup products and through our corporate partnerships
- Enjoy comprehensive, holistic health and well-being support, including our Wellbeing Hub and full EAP support
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
1918
Year of Founding
The company was established in 1918, marking the beginning of its journey in the coatings industry.
2019
Global Expansion Year
Backed by Nippon Paint Holdings in 2019, the company expanded its global reach and capabilities.
- The company has evolved into a coatings powerhouse,crafting premium branded products—paints, sealants, adhesives, garage doors, seeds and fertilizers—that shape homes, gardens and landmark infrastructure.
- Its innovation hub in Victoria and global R&D centres fuel first-to-market coatings and protection tech for diverse environments.
- Typical projects range from family home makeovers and garden renewals to protective coatings on bridges and industrial sites.
- Its deep sector reach includes residential renovations, commercial builds, industrial applications, transport infrastructure and garden care.
- Unusually broad for a coatings firm, it also designs garage doors and garden care products—bridging home improvement and horticulture.
- Iconic brands like Selleys, Yates, B&D and Cabot’s help anchor its consumer trust across multiple household and trade categories.
- We have a commitment to creating and maintaining a culture of safety, sustainability, and inclusiveness.
- We value customer-driven innovation and continuously strive to enhance the quality of our products and services.
- We foster a high-performance culture that celebrates teamwork, integrity, and accountability.
- We encourage an environment of continuous learning, development, and career growth opportunities.
Net-zero by 2050
Environmental Commitment
Target to achieve carbon neutrality by a specific year.
30% Emission Reduction
Carbon Efficiency
Achievement in lowering carbon footprint since 2015.
25% Water Reduction
Resource Efficiency
Target to reduce water usage per unit of production by 2025.
Zero Waste Goal
Sustainable Practices
Aim to eliminate landfill waste from manufacturing by 2030.
- Continues to invest in sustainable product innovations, such as low-VOC paints and energy-efficient coatings.
50% gender balance
Goal
Aim to achieve equal gender distribution in leadership positions by 2025.
39% leadership
Current representation
Women currently hold nearly 40% of leadership roles.
- Creating a workplace that is welcoming for everyone.
- Implemented programs to support career advancement for women, including mentorship and leadership training.
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