Online Customer Experience Assistant

• 4 Month Casual Contract: 30 September 2024 – February 2025
• North Sydney Office Location

Do you enjoy providing world class customer experience? 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 ANZ eCommerce team today! We are seeking enthusiastic and results-driven Customer Experience Assistants to join our eCommerce team over the festive period on a casual basis.

In this position, the Customer Experience Assistant will be empowered to make decisions to satisfy the customer while still holding PANDORA’s values in high regard. The Assistant is responsible for building brand loyalty and de-escalating complaints by displaying active listening and problem-solving skills. They will guide internal and external customers through the resolution process with valuable product and service information. 

Our Customer Experience Assistants are our brand ambassadors, and the link between our products and our customers. You will interact with our incredible customers assisting with online enquiries and provide expert Style advice across various platforms including phone call, live chat, email and social media.

What you will be responsible for:

• Respond to inbound inquiries received by phone, live chat and email in different queues that service internal and external customers
• Record all details of inquiries, comments and complaints as well as details of actions taken in case management system.
• Identify and leverage the appropriate resources for resolving issues by utilising thorough knowledge of the organisation
• Make decisions that achieve the right balance between customer satisfaction and upholding the company’s principles and policies
• Nurture and improve customer relationships by thoughtfully evaluating and self-reliantly making fair decisions
• Assist Customer Experience Department with more challenging internal and external customer complaints or issues
• Understand Pandora products well to better assist the customers.
• Be willing to work in a highly collaborative environment
• Ability to work a flexible work schedule including weekends/holidays. Standard shift

A bit about you:

• Strong interpersonal and written & oral communication skills
• Previous customer service experience across either eCommerce or a retail setting is preferred
• Previous retail styling or sales experience is helpful but not essential
• Experience using Salesforce, Zendesk or other call centre CRM/eCom platforms preferred
• Previous digital technology experience using a live chat or live calls preferable
• Outstanding service orientation
• High attention to detail
• Poised under pressure
• Proficient in Microsoft Office applications

THE REWARD

The heart of Pandora is our culture. We live our values, hire the best candidates, foster a high-performing culture and empower our employees to help achieve our mission. We value and respect all of our employees and to thank them for all their hard work, dedication and passion, we offer a competitive rewards package: 

• Generous staff discount on Pandora product
• Competitive Pay Rate
• A positive team environment where you create incredible opportunities crafted by you
• Flexibility to work on a rotating casual roster including weekends

About Pandora

The largest jewellery company in the world, we give a voice to millions of people’s loves every day. We sell three pieces of our hand-crafted jewellery every second and have the largest network in the industry, with almost 7,000 points of sale around the globe and a strong online business.

Launching in Australia in 2004, Pandora Australia New Zealand (ANZ) has since become the fourth largest market for the Danish jewellery house with 146 stores across the ANZ network, 130 employees in corporate and over 600 employees in retail.

We pursue sustainability in everything we do and have set ambitious and measurable targets across every touchpoint of our business, from sourcing through to the materials we use and the marketing of our products. 

Our people

Our global workforce is made up of over 33,000 passionate people who, in 2023, helped Pandora record the highest earnings to date, led by a refreshed long-term growth strategy. The pace of our progress has created an energising, ambitious culture where we are empowered to be ourselves and equipped to deliver our very best.

As we continue to grow, we also continue to invest in our talent. We’re looking for people who share our values and can help us bring our ambitions to life.

If you are looking for a new challenge and feel you have the relevant skills then don’t miss out! Please click apply to submit your application.

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.

 *If you require reasonable adjustments in place during your interview(s), please make us aware as soon as possible*