Pandora Is Hiring A Representative, Customer Experience Bilingual

Join the Pandora NAM Team as a Bilingual Customer Experience Escalations Representative! 🌟

Are you passionate about delivering exceptional customer service and solving complex issues? Ready to be the voice behind the brand for passionate Pandora fans? If so, we want you on our team!

About the Team

Become part of a vibrant, dynamic group of dedicated, passionate, and results-driven individuals committed to enhancing Pandora’s customer experience. This role calls for a collaborative spirit and a deep love for the brand.

Role Overview

The Customer Experience Escalations Representative will handle escalated customer concerns, ensuring positive resolutions that uphold Pandora’s high standards. Your key responsibilities include making customer-centric decisions, promoting brand loyalty, de-escalating complaints through active listening and problem-solving, and providing valuable product and service information in both English and French.

This role involves managing inbound calls, offering callbacks, and handling emails. Candidates should be comfortable spending long periods on the phone and engaging with escalated customers.

Key Responsibilities 📝

• Customer Interaction: Manage escalated complaints and warranty returns efficiently, aiming for first-contact resolution while maintaining a positive brand image.
• Communication: Use exceptional verbal and written skills to empathetically address customer needs in both English and Spanish.
• Empathy & Patience: Demonstrate genuine care, emotionally connect with customers, and stay calm in challenging situations.
• Product Knowledge: Quickly learn and recall detailed product information, including new collections and special editions, to assist customers effectively.
• Technical Skills: Navigate multiple systems simultaneously; experience with CRM platforms like Salesforce is preferred.
• Problem-Solving: Apply analytical skills to understand issues and promptly provide effective solutions.
• Brand Representation: Embody Pandora’s values and aesthetics in every customer interaction to foster loyalty and satisfaction.
• Team Collaboration: Contribute positively within a team environment.
• Attention to Detail: Ensure accuracy in all customer data and interactions, proactively preventing repetitive issues.
• Professionalism & Confidentiality: Maintain the highest level of discretion for all customer and business information.

Qualifications 🎯

• Minimum of 2 years in a customer service role, ideally within retail or luxury goods sectors.
• Preferably holds a Bachelor's Degree or at least a High School Diploma (Bachelor’s = 2 years of experience, High School diploma = 3-4 years of experience).
• Experience with contact center metrics such as CSAT, NPS, and Average Handle Time.
• Self-motivated with a pride in delivering high-quality service.
• Strong interpersonal, verbal, and written communication skills.
• Professional demeanor, poised under pressure.
• Proficient in Microsoft Office and CRM systems (preferably Salesforce Service Cloud).
• Fluent in French (speaking and writing) with excellent communication skills.

Our Rewards 🌟

• Comprehensive medical, dental, and vision insurance with multiple plan options.
• Outstanding 401(k) with a 6% employer match and immediate vesting.
• Tuition reimbursement for Associate, Bachelor’s, and Master’s degrees.
• Employee jewelry discount program.
• Peer recognition program redeemable for merchandise and travel.
• Free breakfast and lunch at our on-site cafeteria, with coffee, teas, and filtered water available.
• Free individual gym membership conveniently located nearby.
• Paid time off benefits including vacation, sick days, personal days, volunteer days, holidays, and your birthday!

Salary Range 💰

$22.00 - $26.00 per hour

About Pandora

Pandora designs, manufactures, and markets handcrafted jewelry made from high-quality materials at accessible prices. Our jewelry is sold in over 100 countries through more than 6,800 points of sale, including over 2,700 concept stores. Headquartered in Copenhagen, Denmark, Pandora employs 27,000 worldwide and operates in eco-friendly facilities in Thailand, aiming for carbon neutrality by 2025. Listed on Nasdaq Copenhagen, Pandora reported DKK 23.4 billion in revenue in 2021.

We are committed to fair and transparent recruitment processes, encouraging all candidates to focus on skills and experience while refraining from sharing personal identity details such as photos, marital status, or age.

About Pandora NAM

The Pandora North America team comprises over 115 employees in New York and Baltimore, with additional staff in logistics centers, field roles, and over 3,900 store employees. The US is Pandora’s largest market, with over 1,400 points of sale, including more than 420 concept stores, the majority owned and operated by Pandora.