Representative, Customer Experience (Bilingual - French)

Customer Experience Escalations Representative, Pandora NAM (Bi‑Lingual French) Do you enjoy providing world‑class customer service, have a proven track record of solving complex service problems, and want to join a team that gives a voice to people’s loves? If so, apply today to join the NAM Operations Customer Experience team! About the Team You will be part of a dynamic, can‑do, performance‑driven team that supports Pandora’s mission to deliver exceptional customer experiences. This role requires 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. The representative will make customer‑centered decisions, promote brand loyalty, and de‑escalate complaints using active listening and problem‑solving skills for both English and Spanish speaking Pandora fans. Responsibilities include handling inbound calls, offering callbacks, and managing emails. Ideal candidates are comfortable being on the phone for long periods and interacting with escalated customers. Key Responsibilities Handle escalated customer complaints and warranty returns efficiently, aiming for first‑contact resolution while maintaining a positive brand image. Leverage exceptional verbal and written communication skills to clearly and empathetically address customer needs in both English and Spanish. Demonstrate genuine care for customer needs, connecting emotionally with clients and maintaining a calm demeanor in challenging situations. Quickly learn and retain detailed product information, including new collections and special editions, to assist customers effectively. Navigate multiple systems simultaneously, with prior experience in CRM systems (ideally Salesforce). Apply strong analytical skills to understand customer issues and provide effective solutions promptly. Represent Pandora’s values and aesthetics in all customer interactions, enhancing brand loyalty and customer satisfaction. Collaborate with colleagues to contribute to a positive team culture. Ensure accuracy in handling customer information and interactions to avoid repetitive issues. 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; alternatively a High School Diploma with additional 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 proud of providing quality service. Strong interpersonal, written, and oral communication skills. Professional, personable, and able to remain poised under pressure. Proficient in Microsoft Office applications and experienced with a Customer Relationship Management (CRM) system (preferably Salesforce Service Cloud). Proficient French speaking and writing ability. Our Rewards Comprehensive medical, dental, and vision insurance with multiple plan options. Exceptional 401(k) plan with 6% employer match and 100% immediate vesting. Tuition reimbursement for Associate, Bachelor, and Master degrees. Employee jewelry discount program. Peer‑to‑peer recognition program with redeemable points for merchandise and travel. Dedicated cafeteria offering free breakfast and lunch, coffee, soda, flavored teas, and filtered water. Free, individual gym membership located close to the US DC. Paid time off benefits including vacation, sick, personal, volunteer, celebration days, 10 company‑recognized holidays, and birthday day. Salary Range: $22.00 - $26.00 #J-18808-Ljbffr Pandora