Assistant, Customer Service (m/f/d)

Pandora; Dublin; Hybrid; EUR 26,000 - 32,000; Full time

Job summary

Pandora in Dublin is seeking a Seasonal Customer Service Assistant to provide multichannel support via phone, email and social media. You will respond to inquiries, monitor reviews and collaborate with fulfilment to resolve order-related issues, ensuring a high level of customer satisfaction.

The role requires strong communication, empathy, and the ability to multitask in a fast-paced ecommerce environment, with focus on accuracy and helpful feedback to customers.

Qualifications

• Experience in ecommerce or retail customer service.
• Ability to handle inquiries across phone, email and social media.
• Strong organizational skills and attention to detail.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and social media.
• Monitor online reviews and respond to feedback to maintain a positive brand reputation.
• Coordinate with fulfilment and other teams to address order issues, delays or stock queries.
• Track and update customers on order status, delivery or return status.
• Resolve customer complaints timely and offer solutions in line with policies.
• Assist with processing returns and refunds according to company policies.
• Maintain accurate records of customer interactions and document queries.
• Provide detailed product information and help customers choose items.

Skills

Communication skills

Customer service experience

Multitasking

Empathy

Job description

Seasonal Customer Service Assistant

Location: Blackrock, Dublin

We are seeking a motivated and solution-driven Customer Service Assistant to provide support across phone, email, and social media channels. You’ll be the first point of contact for customer queries, ensuring a positive experience and resolving any issues quickly and efficiently. You’ll also monitor reviews and feedback and collaborate with the fulfilment team to address order-related concerns and help improve customer satisfaction.

What to expect from the role

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and social media
• Monitor online reviews, responding to feedback to maintain a positive brand reputation
• Work closely with the fulfilment team to address order issues, delays, or stock-related queries
• Track and update customers on the status of their orders, including delivery or return status
• Resolve customer complaints in a timely and effective manner, offering solutions where possible, in line with company policies
• Assist with processing returns and refunds according to company policies
• Maintain accurate records of customer interactions and ensure all queries are documented
• Provide detailed product information and assist customers with choosing items
• Any adhoc duties as requested by management

Key Skills & Attributes:

• Strong communication skills, both written and verbal
• Previous customer service experience, ideally in an eCommerce or retail environment
• Calm and collected when handling customer issues or complaints
• Collaborate with other departments in response to customer needs
• Detail oriented with strong organisational and multi-tasking abilities
• Empathetic, with a customer-centric approach
• Proactive and solution-driven

Working Hours

Normal working hours are Monday to Friday, 8:30am to 5:00pm, working 5 days per week.