Representative, Customer Experience (f/m/d) - B2C France (Hamburg, DE)

Pandora Group
Hamburg
Workplace: OnsiteFull timeEUR 2,875 - 2,875 monthlyFunction: Customer Success & Account ManagementSkills: ["Customer service","Problem-solving","Communication","Teamwork","Independence","Process optimization","Stress resilience"]

Deliver exceptional B2C customer service for retail and eCommerce customers, handling inquiries via email and calls with timely, policy-based resolutions. Resolve escalations with a third-party contact center, support eCommerce warehouse return issue identification, and coordinate accurate information sharing with distribution center teams. Contribute to process optimization and continuous improvement, working independently while maintaining a strong, can-do team ethos.

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FursaFursa
Pandora Group
Pandora Group
2 days ago

Representative, Customer Experience (f/m/d) - B2C France (Hamburg, DE)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Deliver exceptional B2C customer service for retail and eCommerce customers, handling inquiries via email and calls with timely, policy-based resolutions. Resolve escalations with a third-party contact center, support eCommerce warehouse return issue identification, and coordinate accurate information sharing with distribution center teams. Contribute to process optimization and continuous improvement, working independently while maintaining a strong, can-do team ethos.
Location: Hamburg
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Provide proactive customer service and feedback across communication channels, delivering responses within promised times.
  • •Handle and resolve inquiries professionally according to established policies in different languages.
  • •Manage and resolve eCommerce-related escalations with the third-party contact center.
  • •Support eCommerce warehouse returns by identifying missing returns and communicating with customers to resolve issues.
  • •Coordinate communications with Distribution Centre functions and contribute to process optimization and continuous improvement.

Pay and Benefits

Salary: EUR 2,875 monthly
Perks:Employee DiscountsFree BreakfastMeal AllowanceCommuter BenefitsCompany PensionFree MassageFlexible Working

Key Requirements

  • •Experience in a customer-facing role (virtual or in-person) is an advantage.
  • •Native-level French with fluent verbal and written English skills.
  • •Strong written and verbal communication skills and resilience under stress.
  • •Basic knowledge of MS Office 365.
  • •Working knowledge of CRM systems (SFSC) and ERP systems is desirable.
Skills:Customer serviceProblem-solvingCommunicationTeamworkIndependenceProcess optimizationStress resilience
Languages:FrenchEnglish
Tech Stack:MS Office 365CRMSFSCERPEmailPhone

Company Brief

Pandora Group
The Pandora Group (Pandora A/S) is the world's largest jewelry brand, headquartered in Copenhagen, Denmark.
Industry: Luxury Goods
Headquarters: Copenhagen, Denmark
Website