Bilingual Customer Experience Escalations Representative (French)

About the role

Join Pandora’s North America Operations team as a Customer Experience Escalations Representative. You will be the voice that turns challenging situations into positive brand experiences for Pandora fans, handling complex inquiries in both English and French.

Key responsibilities

• Manage escalated customer complaints and warranty returns, aiming for first‑contact resolution.
• Provide accurate product and service information via inbound calls, callbacks, and email.
• Maintain a calm, empathetic demeanor while de‑escalating difficult interactions.
• Navigate multiple systems simultaneously, ensuring data accuracy and confidentiality.
• Collaborate with teammates to uphold Pandora’s brand standards and improve processes.

Required profile

• Minimum 2 years of customer service experience, preferably in retail or luxury goods.
• High school diploma required; a Bachelor’s degree is a plus.
• Comfortable spending extended periods on the phone and handling high‑volume interactions.
• Strong verbal and written communication skills in English and French.

Required skills

• Experience with CRM platforms, ideally Salesforce.

What we offer

• Opportunity to work for a globally recognized brand.
• Dynamic, performance‑driven team environment.
• Professional development and growth within the company.