Representative, Customer Experience (Bilingual - French) (Glen Burnie, MD, US)

Pandora Group
Maryland
Workplace: OnsiteFull timeUSD 22 - 26Function: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Empathy","Patience","Problem-solving","Communication","Attention to detail"]

Handle escalated customer complaints and warranty returns for Pandora’s North America Customer Experience team, working to resolve issues on first contact while maintaining a positive brand image. Use empathetic phone, email, and callback communication to support English and Spanish-speaking customers (plus bilingual French ability), navigate multiple systems, and apply CRM tools like Salesforce Service Cloud to deliver timely solutions and accurate customer information.

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Pandora Group
Pandora Group
1 month ago

Representative, Customer Experience (Bilingual - French) (Glen Burnie, MD, US)

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Last checked: 1 hour agoStatus: Live

Job Summary

Handle escalated customer complaints and warranty returns for Pandora’s North America Customer Experience team, working to resolve issues on first contact while maintaining a positive brand image. Use empathetic phone, email, and callback communication to support English and Spanish-speaking customers (plus bilingual French ability), navigate multiple systems, and apply CRM tools like Salesforce Service Cloud to deliver timely solutions and accurate customer information.
Location: Maryland
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Handle escalated customer complaints and warranty returns efficiently, aiming for first-contact resolution.
  • •Communicate clearly and empathetically with customers in English and Spanish using phone, callbacks, and email.
  • •Apply empathy and patience to de-escalate complaints and maintain a calm demeanor in challenging situations.
  • •Quickly learn and retain product information, including new collections and special editions.
  • •Navigate multiple systems and use CRM tools to support accurate, confidential customer interactions.

Pay and Benefits

Salary: USD 22 - 26
Perks:Health InsuranceDentalVision401kPaid LeaveLearning BudgetGym Membership

Key Requirements

  • •2+ years in a customer service role, preferably in retail or luxury goods.
  • •Comfort interacting with customers on the phone for long periods, handling escalated issues.
  • •Strong written and oral communication skills and the ability to remain professional under pressure.
  • •Proficiency in Microsoft Office applications and experience with a CRM system (preferably Salesforce Service Cloud).
  • •Prior knowledge of contact center metrics such as Average Handle Time, CSAT, and NPS, and fluent French speaking and writing.
Experience:2+ yearsRetailLuxury goodsContact center
Skills:EmpathyPatienceProblem-solvingCommunicationAttention to detail
Languages:EnglishSpanishFrench
Tech Stack:Microsoft OfficeCRMSalesforce Service Cloud

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