Pandora Is Hiring A Representative Customer Experience Bilingual

Join the Pandora NAM Team as a Bilingual Customer Experience Escalations Representative (Spanish & English) 🎧💎

Are you passionate about delivering exceptional customer service and solving complex issues? Do you want to help give a voice to people’s loves through a renowned global jewelry brand? If so, this is your opportunity to join Pandora’s North America Operations team and make a difference!

About the Team 🤝

Become part of a dynamic, passionate, and performance-driven group dedicated to providing outstanding customer experiences. Your collaborative spirit and love for the Pandora brand will thrive in this supportive environment focused on excellence and teamwork.

Role Overview 🎯

The Customer Experience Escalations Representative will handle escalated customer issues, ensuring positive resolutions that uphold Pandora’s high standards. Your responsibilities include making customer-centered decisions, promoting brand loyalty, de-escalating complaints, and guiding customers through effective communication in both English and Spanish. This role involves managing inbound calls, offering callbacks, and handling emails—ideal for candidates comfortable engaging with customers over the phone for extended periods.

Key Responsibilities ⭐

• Customer Interaction: Address escalated complaints and warranty returns efficiently, aiming for first-contact resolution while maintaining a positive brand image.
• Communication: Utilize excellent verbal and written skills to empathetically engage with customers in English and Spanish.
• Empathy and Patience: Show genuine care and emotional connection, remaining calm and professional in all situations.
• Product Knowledge: Quickly learn details about new collections and special editions to assist customers effectively.
• Technical Proficiency: Navigate multiple systems simultaneously, preferably with experience in CRM platforms like Salesforce.
• Problem-solving: Apply analytical skills to understand issues and deliver prompt, effective solutions.
• Brand Ambassadorship: Represent Pandora’s values and aesthetics, fostering customer loyalty and satisfaction.
• Team Collaboration: Work harmoniously with colleagues to contribute to a positive team environment.
• Attention to Detail: Ensure accuracy in customer data and interactions, preventing repetitive issues.
• Professionalism & Privacy: Maintain confidentiality of all customer and business information.

Qualifications ✅

• At least 2 years of experience in a customer service role, ideally within retail or luxury goods sectors.
• High School Diploma or Bachelor’s Degree (Bachelor’s = 2 years experience; High School = 3-4 years).
• Familiarity with contact center metrics such as CSAT, NPS, and Average Handle Time.
• Self-motivated with a pride in delivering top-quality customer service.
• Strong interpersonal, written, and oral communication skills.
• Professional, personable, and able to remain poised under pressure.
• Proficient in Microsoft Office and CRM systems (preferably Salesforce Service Cloud).
• Fluent and articulate in both Spanish and English, written and spoken.

Our Rewards 🎁

• Comprehensive medical, dental, and vision insurance options tailored to your needs.
• Generous 401(k) plan with a 6% employer match and immediate vesting.
• Tuition reimbursement for Associate, Bachelor’s, and Master’s degrees.
• Exclusive employee jewelry discounts.
• Peer recognition program with rewards for merchandise and travel.
• Free breakfast and lunch options at our on-site cafeteria, plus coffee, tea, and filtered water!
• Free individual gym membership just a block away in Washington, D.C.
• Paid time off including vacation, sick days, personal days, volunteer days, celebration days, recognized holidays, and your birthday!

Compensation 💰

The salary range for this role is $22.00 to $26.00 per hour.

About Pandora 📿

Pandora designs, manufactures, and markets handcrafted jewelry made from high-quality, affordable materials. Available in over 100 countries through 6,800 retail points, including 2,700 concept stores, Pandora is headquartered in Copenhagen, Denmark. With a commitment to sustainability, Pandora aims to be carbon neutral by 2025 and uses recycled silver and gold in its production. Listed on Nasdaq Copenhagen, Pandora reported DKK 23.4 billion in revenue in 2021. With transparent recruitment practices, Pandora promotes equal opportunity and encourages applications from all qualified candidates.

About Pandora NAM 🌎

The Pandora North America team comprises over 115 employees in the USA & Canada, including offices in New York and Baltimore, a logistics center in Maryland, field teams, and over 3,900 store employees. The U.S. market is Pandora’s largest, with more than 1,400 points of sale, including over 420 concept stores, many owned and operated by Pandora itself.