Pandora Is Hiring A Representative Customer Experience Bilingual

Join a passionate team dedicated to delivering exceptional customer experiences and giving a voice to people’s loves! 🛍️✨

Customer Experience Escalations Representative, Pandora NAM (Bi-Lingual Spanish)

Do you enjoy providing world-class customer service? Are you experienced in resolving complex service issues? Would you like to be part of a team that celebrates people's passions and loves? If you answered yes, **apply today** to join Pandora’s North America Customer Experience team! 🎉

About the Team 💼

You will be part of a dynamic, performance-driven group of passionate professionals committed to Pandora’s mission: delivering unforgettable customer experiences. This role requires a collaborative spirit, a love for the brand, and the ability to support our customers in both English and Spanish. 🤝

Role Overview 🚀

The Customer Experience Escalations Representative will manage escalated customer issues, ensuring positive resolutions that reflect Pandora’s high standards. Your responsibilities include making customer-centered decisions, fostering brand loyalty, and de-escalating concerns through active listening and problem-solving. Responsibilities span inbound calls, email interactions, and callback handling, with a focus on customers who speak both English and Spanish. 📞💌

Key Responsibilities 🔑

• Customer Interaction: Handle escalated complaints and warranty returns efficiently, aiming for first-contact resolution while maintaining a positive brand image.
• Communication: Use excellent verbal and written skills to empathize and address customer needs effectively in both English & Spanish.
• Empathy and Patience: Show genuine care, connect emotionally, and stay calm in challenging situations.
• Product Knowledge: Quickly learn product details, including new collections, to better assist customers.
• Technical Proficiency: Navigate multiple systems smoothly, with prior experience in CRM platforms like Salesforce.
• Problem-solving: Analyze issues and provide swift, effective solutions.
• Brand Ambassadorship: Represent Pandora’s values and aesthetics in every customer interaction, fostering loyalty.
• Team Collaboration: Work cooperatively with colleagues to nurture a positive team environment.
• Attention to Detail: Ensure accuracy and proactively prevent repetitive issues.
• Professionalism & Privacy: Uphold confidentiality and handle sensitive information responsibly.

Qualifications ✅

• At least 2 years of customer service experience, preferably in retail or luxury goods.
• High School Diploma or Bachelor’s Degree (Bachelor’s = 2 years experience, High School = 3-4 years).
• Knowledge of contact center metrics such as CSAT, NPS, and Average Handle Time.
• Self-starter with pride in delivering quality customer service.
• Strong interpersonal and communication skills, both written and oral.
• Professional and poised under pressure.
• Proficiency in Microsoft Office and CRM systems (preferably Salesforce Service Cloud).
• Fluent in Spanish (speaking & writing). 💬

Our Rewards 🎁

• Comprehensive medical, dental, and vision insurance options.
• Outstanding 401(k) plan with 6% employer match & 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 & lunch in our cafeteria, with coffee, soda, and flavored teas ☕🥤
• Complimentary gym membership just a block away from DC headquarters.
• Generous paid time off including vacation, sick, personal, volunteer, celebration days, holidays, and your birthday! 🎉

Pay Range 💰

$22.00 to $26.00 per hour

About Pandora 🎶

Pandora designs, manufactures, and markets high-quality, affordable jewelry handcrafted from recycled materials. With over 100 countries served and more than 6,800 points of sale—including 2,700+ concept stores—Pandora is a global leader. Headquartered in Copenhagen, Pandora employs 27,000 people and aims to be carbon neutral by 2025. Pandora is committed to sustainability, transparency, and equal opportunities in recruitment.

About Pandora NAM 🌎

The North American team comprises over 1,400 employees across various locations: New York, Baltimore, Columbia (MD), and numerous stores. The USA represents Pandora’s largest market, with a diverse network of stores and field positions dedicated to delivering exceptional experiences. 🇺🇸