Customer Experience Escalations Representative (Bilingual French)

About the role

Join Pandora's North America Operations Customer Experience team as a Customer Experience Escalations Representative. You will handle complex, escalated customer issues in both English and French, ensuring swift, brand‑aligned resolutions that reinforce customer loyalty.

Key responsibilities

• Manage escalated complaints and warranty returns, aiming for first‑contact resolution while preserving a positive brand image.
• Communicate clearly and empathetically with customers in English and French, both via phone and email.
• Maintain up‑to‑date product knowledge, including new collections and special editions.
• Navigate multiple systems simultaneously, primarily using a CRM platform such as Salesforce.
• Collaborate with team members to share insights and support a high‑performing culture.
• Ensure accurate handling of customer data and uphold confidentiality standards.

Required profile

• Minimum of 2 years experience in a customer service role, 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 escalated situations.

Required skills

• Experience with CRM systems, ideally Salesforce.

What we offer

• Opportunity to work with a globally recognized jewelry brand.
• Dynamic, performance‑driven team environment.
• Professional development and growth within Pandora.