Bilingual Customer Experience Escalations Specialist

FashionUnited; Glen Burnie (MD); On-site; USD 30,307 - 35,817; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k with employer match

Tuition reimbursement

Employee jewelry discount

Job summary

Pandora is seeking a Customer Experience Escalations Representative fluent in English and French to handle escalated customer issues and warranty returns. You will guide customers with product knowledge, maintain brand standards, and ensure first-contact resolutions while handling calls and emails.

Las such role requires strong communication, empathy, and ability to work with CRM systems. This position is based in Maryland with opportunities to support a global luxury jewelry brand.

Qualifications

• Minimum 2+ years in a customer service role, preferably in retail or luxury goods.
• Bachelor’s Degree preferred or HS Diploma with relevant experience.
• Experience with CRM systems and performance metrics like CSAT/NPS.

Responsibilities

• Handle escalated customer complaints and warranty returns, aiming for first-contact resolution.
• Communicate clearly in English and French, empathetically addressing customer needs.
• Learn product details and assist with inquiries about new collections and editions.
• Navigate multiple systems concurrently, with CRM experience preferred.
• Represent Pandora values and protect customer privacy in all interactions.

Skills

Customer service

Bilingual English/French

CRM systems

Salesforce Service Cloud

Office software

Education

Bachelor’s degree

High School Diploma

Tools

Salesforce Service Cloud

Microsoft Office

Job description

Pandora is seeking a Customer Experience Escalations Representative fluent in English and French to handle escalated customer issues and warranty returns. You will guide customers with product knowledge, maintain brand standards, and ensure first-contact resolutions while handling calls and emails.

Las such role requires strong communication, empathy, and ability to work with CRM systems. This position is based in Maryland with opportunities to support a global luxury jewelry brand.