Representative, Customer Experience (Bilingual - French)

Pandora; Glen Burnie (MD); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Competitive pay

Health and wellness benefits

Retirement savings

Learning and development opportunities

Employee discounts

Paid time off

Job summary

Pandora NAM is seeking a Customer Experience Escalations Representative to handle escalated issues, drive first-contact resolutions, and protect brand integrity for English- and Spanish-speaking fans.

The role requires handling inbound calls, emails, and calls for callbacks, using Salesforce Service Cloud and other CRMs, while delivering world-class service in a fast-paced environment.

Qualifications

• Minimum of 2 years in a customer service role in retail or luxury goods.
• Bachelor’s degree or HS diploma with related experience.
• Familiarity with contact center metrics (AHT, CSAT, NPS).
• Proactive, customer-focused, and able to stay poised under pressure.
• Proficient in English and French or Spanish communication skills are a plus.

Responsibilities

• Handle escalated customer complaints and warranty returns with first-contact resolution.
• Communicate clearly and empathetically in English and Spanish to address needs.
• Demonstrate empathy, gather details, and resolve issues while protecting brand image.
• Learn product information, including new collections, to assist customers.
• Navigate multiple CRM systems and document interactions accurately.
• Collaborate with teammates to maintain a positive team culture.

Skills

Customer service

Bilingual English/Spanish

Communication skills

Empathy and patience

Problem solving

Education

Bachelor’s Degree or HS Diploma with experience

Tools

Salesforce Service Cloud

CRM systems

Microsoft Office

Job description

(Bi-Lingual French)

Do you enjoy providing world-class customer service? Do you have a proven track record of solving complex service problems? Would you like to join a team that helps give a voice to people’s loves?

Customer Experience Escalations Representative, Pandora NAM

Do you enjoy providing world-class customer service? Do you have a proven track record of solving complex service problems? Would you like to join a team that helps give a voice to people’s loves?

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. The representative will be responsible for handling inbound calls, offering callbacks & handling emails.

Ideal candidates should be comfortable being on the phone for long periods and interacting with escalated customers.

Key Responsibilities

• Customer Interaction: Handle escalated customer complaints and warranty returns efficiently, aiming for first-contact resolution while maintaining a positive brand image.
• Communication: Leverage exceptional verbal and written communication skills to clearly and empathetically address customer needs in both English & Spanish.
• Empathy and Patience: Demonstrate genuine care for customer needs, connecting emotionally with clients, and maintaining a calm demeanor in challenging situations.
• Product Knowledge: Quickly learn and retain detailed product information, including new collections and special editions, to assist customers effectively.
• Technical Proficiency: Navigate multiple systems simultaneously, with prior experience in CRM systems (ideally Salesforce).
• Problem-solving: Apply strong analytical skills to understand customer issues and provide effective solutions promptly.
• Brand Ambassadorship: Represent Pandora’s values and aesthetics in all customer interactions, enhancing brand loyalty and customer satisfaction.
• Team Collaboration: Work collaboratively with colleagues, contributing to a positive team culture.
• Attention to Detail: Ensure accuracy in handling customer information and interactions, staying one step ahead to avoid repetitive issues.
• Professionalism and Privacy: 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)
• Proficient Fench Speaking & Writing Ability

Our Benefits & Perks

At Pandora, we dare to invest in our people, care for their well-being, support their growth, and empower them to thrive both personally and professionally. Our comprehensive rewards package includes competitive pay, health and wellness benefits, retirement savings, learning and development opportunities, employee discounts, and paid time off.

Visit our Crafted With Care Site to explore the full range of benefits available to our employees.

Maryland Salary Range: $22.00 - $26.00

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. Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.

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 130 in our Logistics Center in Glen Burnie, 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.