Pandora Is Hiring A Representative Customer Experience Bilingual

Join Pandora's NAM Operations team as a Customer Experience Escalations Representative (Bi-Lingual French) and help give a voice to people's loves by delivering exceptional service to our customers! 🌟

About the Team

Be part of a dynamic, passionate, and performance-driven team committed to supporting Pandora’s mission of providing exceptional customer experiences. Collaboration and a love for the brand are key in this role.

Role Overview

The Customer Experience Escalations Representative will handle escalated customer issues, ensuring positive resolutions that uphold Pandora’s standards. Fluent in both English and French, you will make customer-centered decisions, promote brand loyalty, and de-escalate complaints through active listening and problem-solving. Your communication skills will guide customers by providing valuable product and service information. Responsibilities include managing inbound calls, offering callbacks, and handling emails. 📨☎️

Ideal candidates should be comfortable spending long periods on the phone and interacting with escalated customers.

Key Responsibilities

• Customer Interaction: Handle escalated customer complaints and warranty returns efficiently, aiming for first-contact resolution while maintaining a positive brand image.
• Communication: Use excellent verbal and written skills in both English & Spanish to empathetically address customer needs.
• Empathy & Patience: Demonstrate genuine care, connect emotionally with clients, and stay calm in challenging situations.
• Product Knowledge: Quickly learn and retain detailed product info, including new collections and special editions, to assist customers effectively.
• Technical Skills: Navigate multiple systems simultaneously, preferably CRM systems like Salesforce.
• Problem-Solving: Apply analytical skills to understand issues and provide prompt, effective solutions.
• Brand Representation: Embody Pandora’s values and aesthetic, enhancing customer loyalty and satisfaction.
• Team Collaboration: Contribute positively to team culture and work collaboratively with colleagues.
• Attention to Detail: Ensure accuracy in customer information and interactions, proactively preventing recurring issues.
• Professionalism & Privacy: Maintain confidentiality of all customer and business data.

Qualifications

• At least 2 years of experience in customer service, ideally in retail or luxury goods sectors.
• High School Diploma or Bachelor’s Degree (Bachelor’s = 2 years experience, High School = 3-4 years).
• Experience with contact center metrics such as CSAT, NPS, Average Handle Time, etc.
• Self-motivated with pride in providing quality service and comfortable interacting with customers all day.
• Strong interpersonal, written, and verbal communication skills.
• Professional, personable, and poised under pressure.
• Proficient in Microsoft Office and CRM systems (preferably Salesforce Service Cloud).
• Fluent in French speaking and writing.

Our Rewards 🎁

• Comprehensive medical, dental, and vision insurance with flexible plans.
• Exceptional 401(k) plan with 6% employer match and 100% immediate vesting.
• Tuition reimbursement for Associate, Bachelor’s, and Master’s degrees.
• Employee Jewelry discount program 💍.
• Peer recognition program allowing redemption for merchandise and travel.
• Free breakfast & lunch in our cafeteria, plus coffee, soda, flavored teas, and filtered water ☕🥤.
• Free individual gym membership just a block away 🏋️‍♀️.
• Paid time off benefits including vacation, sick, personal days, volunteer days, celebration days, holidays, and your birthday 🎉🎂.

Salary Range

$22.00 - $26.00 per hour

About Pandora

Pandora designs, manufactures, and markets handcrafted jewelry from high-quality materials at accessible prices. With presence in over 100 countries and more than 6,800 points of sale—including 2,700 concept stores—Pandora is a global leader in jewelry. Headquartered in Copenhagen, Denmark, Pandora is committed to sustainability, aiming for carbon neutrality by 2025 and utilizing recycled materials. Listed on Nasdaq Copenhagen, Pandora posted revenues of DKK 23.4 billion in 2021. Our recruitment is transparent, equitable, and bias-free, welcoming diverse applicants.

About Pandora NAM

The Pandora North America team includes over 3,400 employees across the US & Canada, with locations in New York, Baltimore, Columbia, and numerous field and store positions. The US market is Pandora’s largest, with over 1,400 points of sale, including more than 300 owned and operated stores. 🌎