Customer Care Consultant

Our company:

For over 100 years, the Dulux Paints & Coatings portfolio has been creating better homes while playing a critical role in protecting and improving the spaces and infrastructure we see every day. Consistently voted one of ANZ’s most trusted brands, our portfolio of iconic, premium brands includes Dulux, Cabot's, Berger, Acratex, British Paints and Porter's Paints. Our Paints & Coatings Brands are proudly part of the DuluxGroup, home to some of Australia’s most iconic brands and 8000 employees globally.

Your Role

We are seeking a passionate Customer Care Consultant to provide expert advice on product specifications, warranties, and colours for Dulux/DGL Powder & Industrial Coatings projects.

Reporting to the Customer Care Team Leader, you’ll join a supportive and collaborative team of Consultants and Assistants who deliver trusted, timely advice when our customers need it most. Your goal will be to proactively influence project specification outcomes—ensuring Dulux/DGL Powder Coatings’ premium products and system solutions are the first choice for every project.

You’ll engage with customers across multiple channels—phone, email, and LiveChat—offering exceptional support and technical guidance. The role also includes administrative responsibilities such as processing warranties, and providing advice to both direct customers and consumers.

We’re proud to represent market-leading, trusted brands—and we’re looking for someone who shares that pride. If you’re energised by teamwork, have a natural customer focus, and thrive in a fast-paced environment, we’d love to hear from you.

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.

Key Responsibilities:

• Provide expert advice on product specifications, warranties, and colours via inbound/outbound calls, emails, and LiveChat
• Identify and qualify specification opportunities, generating spec requests and detailed follow-ups for the Specification Consultant
• Troubleshoot and resolve customer issues promptly, escalating complex cases where needed
• Manage administrative tasks such as warranty processing, portal updates, and documentation
• Contribute to continuous improvement through feedback, training participation, and collaboration across teams

Benefits

• 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

• Strong ability to build relationships with internal and external stakeholders
• Proven customer service experience, ideally in a technical sales or B2B environment
• Comfortable managing high call and chat volumes (approx. 20–25 calls or 25- 30 chats per day) and balancing admin tasks
• Excellent written and verbal communication skills, with strong attention to detail
• Confident navigating multiple software platforms and CRM tools (experience with LiveChat or similar preferred)
• Highly organised, adaptable, and proactive in exceeding customer expectations

Imagine a better place

Dulux Paints & Coatings is proudly part of the 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 over 50 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.

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.

How to apply:

We are looking to speak with you asap, please apply online!