Pandora Is Hiring A Representative Customer Experience Bilingual

Join Our Team as a Bilingual Customer Experience Representative (French & English) 🌟

Looking to deliver top-tier customer service and be a voice for our passionate Pandora fans? If you're passionate about creating exceptional experiences and solving complex service challenges, we want you to be part of our team!

About the Team 📣

You will join a dynamic, proactive, and performance-focused team dedicated to supporting Pandora’s mission of providing outstanding customer experiences. This role is perfect for collaborative spirits with a love for the brand and a drive to make a difference.

Role Overview 🎯

The Customer Experience Escalations Representative will manage escalated customer issues, ensuring positive resolutions that uphold Pandora’s standards. Your decisions will be customer-centered, fostering brand loyalty and de-escalating complaints using active listening and problem-solving skills in both French and English. Responsibilities include handling inbound calls, offering callback options, and managing email communications.

Ideal candidates are comfortable on the phone for extended periods and excel at interacting with escalated customers.

Key Responsibilities 🔑

• Manage escalated customer complaints and warranty returns effectively, aiming for first-contact resolution while maintaining a positive brand image.
• Utilize excellent verbal and written communication skills to empathetically address customer needs in both English and French.
• Show genuine care for customers, connecting emotionally and maintaining composure in challenging situations.
• Quickly learn and retain detailed product information, including new collections and special editions, to assist customers efficiently.
• Navigate multiple systems simultaneously, with experience in CRM systems (preferably Salesforce).
• Apply strong analytical skills to understand customer issues and provide prompt, effective solutions.
• Represent Pandora’s values and aesthetics in all interactions, enhancing loyalty and satisfaction.
• Collaborate with colleagues to foster a positive team environment.
• Ensure accuracy in handling customer data and interactions to prevent repetitive issues.
• Maintain confidentiality of all customer and business information.

Qualifications ✅

• Minimum of 2 years in a customer service role, preferably within retail or luxury goods sectors.
• Preferably a Bachelor’s Degree; alternatively, a High School Diploma with additional relevant experience.
• Knowledge of contact center metrics such as Average Handle Time, CSAT, NPS, etc.
• Self-motivated, comfortable engaging with customers all day, and committed to providing quality service.
• Excellent interpersonal, written, and oral communication skills.
• Professional, personable, and able to maintain poise under pressure.
• Proficient in Microsoft Office and experienced with CRM systems (preferably Salesforce Service Cloud).
• Proficient in spoken and written French.

Our Rewards 🎁

• Comprehensive medical, dental, and vision insurance plans.
• Outstanding 401(k) plan with 6% employer match and immediate 100% vesting.
• Tuition reimbursement for Associate, Bachelor, and Master’s degrees.
• Employee jewelry discount program.
• Peer recognition program with points redeemable for merchandise and travel.
• On-site cafeteria offering free breakfast, lunch, coffee, soda, teas, and filtered water.
• Free individual gym membership located near the US DC.
• Paid time-off including vacation, sick, personal, volunteer days, celebration days, 10 company-recognized holidays, and your birthday.

Compensation 💰

Salary Range: $22.00 - $26.00 per hour