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!

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)

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.