The Customer Care specialist interacts with customers to address their concerns, answer their questions, and assist them with their needs. To do this, the specialist will need to manage all open communication channels with customers.What You Will DoCustomer CareManage different platforms to resolve customer complaints/problems and assist them with their needs and queries.Ensure the process of official replies meets legal deadlines.Forward physical store complaints to the Customer Care service in Hamburg.Coordinate other day-to-day activities.Handle all returns not processed due to a mismatch with the return policy and contact customers to resolve the issue.File documents regarding issues detected from the carrier, store, or mistakes.Communicate with customers via e-mail and phone calls.OperationalCheck with the courier regarding complaints about shipments.Register orders with processing problems at the courier platform to open a complaint with the company.Verify orders returned and stopped at the courier company's warehouse to move them forward or attempt a second delivery.Check and proceed with Adyen disputes and report incidents to Team Leader/Manager.Manage CPOS regarding stock mistakes or returned orders.Communication Flow and AlignmentEnsure optimal communication with the Customer Relation department in Hamburg.Maintain communication flow and relationships with the legal department.More About YouFluent in Portuguese and English; Spanish or French are a plus.Good knowledge of platforms.Proficient in MS Office (with a focus on Outlook and Excel).Excellent analytical skills and attention to detail.Experience in data entry and management.Did we get your attention?We hope that you feel confident applying; however, if you have more questions regarding the role, please contact:Luca MaselliTalent Acquisition Team ****** you see yourself in the position and would like to become a part of Pandora's future, please do not hesitate to apply. We look forward to hearing from you!We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Pandora on our corporate site www.pandoragroup.com.About PandoraPandora is the world's largest jewellery brand. The company designs, manufactures, and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,600 concept stores.Headquartered in Copenhagen, Denmark, Pandora employs 30,000 people worldwide and crafts its jewellery at two LEED Gold-certified facilities in Thailand using mainly recycled silver and gold. Pandora is committed to leadership in sustainability and has set science-based targets to reduce greenhouse gas emissions by 50% across its own operations and value chain by 2030. The company is listed on the Nasdaq Copenhagen stock exchange and generated sales of DKK 23.4 billion (EUR 3.1 billion) in 2021.At Pandora, we believe that creating an inclusive and diverse workplace and reflecting societal diversity in our customer engagement is essential to delivering on our company purpose: to give a voice to people's loves. We dedicate ourselves to fostering, cultivating, and preserving a culture of inclusion and diversity where everyone feels respected and valued.
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