Customer Experience Assistant
Pandora
full-time
Posted on:
Location Type: Office
Location: North Sydney • Australia
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About the role
- 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.
Requirements
- Previous customer service experience across eCommerce is essential
- Previous retail styling or sales experience is helpful but not essential
- A strong passion for customer experience
- Experience using Salesforce, Zendesk or other call centre CRM/eComm platforms preferred
- Previous digital technology experience using a live chat or live calls
- Outstanding service orientation and able to perform under pressure
- High attention to detail
- Must be flexible have flexible availability including weekends
- Proficient in Microsoft Office applications.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceeCommerceretail stylingsalesSalesforceZendeskcall centre CRMdigital technologylive chatMicrosoft Office
Soft skills
customer experienceservice orientationdecision makingattention to detailflexibilityrelationship buildingproblem solvingself-relianceevaluative thinkingperformance under pressure