Representative, Customer Experience Escalation

ustomer 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? If you answered yes to these questions, apply to join the NAM Operations Customer Experience team today! 

 

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)  

 

Our Rewards:  

• Comprehensive medical, dental, and vision insurance with multiple plan options available based on your individual or family needs.  

• An exceptional 401k plan with a 6% employer match and 100% immediate vesting! 

• Tuition reimbursement for Associate, Bachelor, and Master degrees.  

• Employee Jewelry discount program! 

• A peer-to-peer recognition program that allows employees to redeem recognition points for merchandise and travel 

• A dedicated cafeteria where we offer free breakfast & lunch. There’s even coffee, soda, flavoured teas and filtered water!