Representative, Customer Experience (Bilingual - Spanish)

Pandora

3d • Onsite

About The Position

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.

Requirements

• 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 Spanish Speaking & Writing Ability

Nice To Haves

• Prior experience in the retail or luxury goods sector.
• Prior experience with Salesforce Service Cloud.

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 & 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.
• Work collaboratively with colleagues, contributing to a positive team culture.
• Ensure accuracy in handling customer information and interactions, staying one step ahead to avoid repetitive issues.
• Maintain confidentiality of all customer and business information.

Benefits

• 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, flavored teas and filtered water!
• A free, individual gym membership, located only one block away from the US DC.
• An array of paid time off benefits such as, vacation, sick, personal days, volunteer day, celebration day, 10 company-recognized holidays and even your birthday!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree