Pandora
Representative, Customer Experience Escalation
Pandora, Columbia, Maryland, United States, 21046
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? 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 handle inbound calls, offer callbacks, and manage 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, connect emotionally with clients, and maintain 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 proactive to prevent 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 retail or luxury goods.
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 interacting with customers all day, and pride in providing quality customer service.
Strong interpersonal, written, and oral communication skills.
Professional, personable, and able to remain poised under pressure.
Proficient in Microsoft Office applications and prior experience with CRM systems (preferably Salesforce Service Cloud).
Our Rewards:
Comprehensive medical, dental, and vision insurance options.
Exceptional 401k plan with a 6% employer match and immediate vesting.
Tuition reimbursement for various degree levels.
Employee jewelry discount program.
Peer recognition program for merchandise and travel rewards.
Free breakfast and lunch in our cafeteria, with coffee, soda, and flavored teas.
Free gym membership located nearby.
Paid time off including vacation, sick, personal days, volunteer days, celebration days, holidays, and your birthday.
About Pandora:
Pandora designs, manufactures, and markets hand-finished jewelry made from high-quality materials at affordable prices. With a global presence in over 100 countries and thousands of stores, Pandora is committed to sustainability and innovation. Our recruitment procedures promote fairness and equality, encouraging applicants to focus on skills and experience without including personal details.
About Pandora NAM:
The Pandora North America team includes over 115 employees across the US and Canada, with a significant presence in New York, Baltimore, and Maryland logistics centers. The US is Pandora's largest market, with extensive retail operations and a strong regional footprint.
#J-18808-Ljbffr
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 handle inbound calls, offer callbacks, and manage 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, connect emotionally with clients, and maintain 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 proactive to prevent 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 retail or luxury goods.
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 interacting with customers all day, and pride in providing quality customer service.
Strong interpersonal, written, and oral communication skills.
Professional, personable, and able to remain poised under pressure.
Proficient in Microsoft Office applications and prior experience with CRM systems (preferably Salesforce Service Cloud).
Our Rewards:
Comprehensive medical, dental, and vision insurance options.
Exceptional 401k plan with a 6% employer match and immediate vesting.
Tuition reimbursement for various degree levels.
Employee jewelry discount program.
Peer recognition program for merchandise and travel rewards.
Free breakfast and lunch in our cafeteria, with coffee, soda, and flavored teas.
Free gym membership located nearby.
Paid time off including vacation, sick, personal days, volunteer days, celebration days, holidays, and your birthday.
About Pandora:
Pandora designs, manufactures, and markets hand-finished jewelry made from high-quality materials at affordable prices. With a global presence in over 100 countries and thousands of stores, Pandora is committed to sustainability and innovation. Our recruitment procedures promote fairness and equality, encouraging applicants to focus on skills and experience without including personal details.
About Pandora NAM:
The Pandora North America team includes over 115 employees across the US and Canada, with a significant presence in New York, Baltimore, and Maryland logistics centers. The US is Pandora's largest market, with extensive retail operations and a strong regional footprint.
#J-18808-Ljbffr