Representative, Customer Experience

About the team

You will be part of a dynamic team of can-do spirited, passionate, and performance-driven individuals who support Pandora's mission to deliver exceptional customer experiences. This role will require a collaborative spirit and a passion for the brand.

Role Overview

The Customer Experience Escalations Representative, will handle escalated customer issues, ensuring positive resolutions that uphold Pandora’s standards. They will be responsible for making customer-centered decisions, promoting brand loyalty and de-escalating complaints with active listening and problem-solving skills, for both English & Spanish speaking Pandora fans. Through effective communication, they will guide customers, providing valuable product and service information.

Key Responsibilities

• Handle escalated customer complaints and warranty returns efficiently, aiming for first-contact resolution while maintaining a positive brand image.
• Leverage exceptional verbal and written communication skills to clearly and empathetically address customer needs in both English & Spanish.
• Demonstrate genuine care for customer needs, connecting emotionally with clients, and maintaining a calm demeanor in challenging situations.
• Quickly learn and retain detailed product information, including new collections and special editions, to assist customers effectively.
• Navigate multiple systems simultaneously, with prior experience in CRM systems (ideally Salesforce).
• Apply strong analytical skills to understand customer issues and provide effective solutions promptly.
• Represent Pandora’s values and aesthetics in all customer interactions, enhancing brand loyalty and customer satisfaction.
• Work collaboratively with colleagues, contributing to a positive team culture.
• Ensure accuracy in handling customer information and interactions, staying one step ahead to avoid repetitive issues.
• Maintain confidentiality of all customer and business information.

Qualifications

• Minimum of 2 years in a customer service role, preferably within the retail or luxury goods sector.
• Preferably a Bachelor’s Degree or at least a High School Diploma (Bachelor’s Degree = 2 years of experience / High School Diploma = 3-4 years of experience).
• Prior knowledge of contact center metrics such as Average Handle time, CSAT, NPS, etc.
• Self-starter, comfortable with interacting with customers all day, and takes pride in providing quality customer service.
• Strong interpersonal, written & oral communication skills.
• Professional, personable & able to remain poised under pressure.
• Proficient in Microsoft Office applications & prior experience with a Customer Relationship Management (CRM) system (preferably Salesforce Service Cloud).

Salary

$21.00 - $25.00

About Pandora

Pandora designs, manufactures, and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores. Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.

About Pandora NAM

The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 80 in our Logistics Center in Columbia, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores. Today, the USA is Pandora's single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.