The Customer Care specialist interacts with customers to address their concerns, answer their questions and assist them with their needs. To do it so, the specialist will need to take care of all the open vias of communication with customers.WHAT YOU WILL DOCustomer CareTake care of the different platforms to solve customers complaints/problems and assist them with their needs and queries.Answer and ensure the process of official replies meeting the legal deadlines.Forward the physical stores complaints to the Customer Care service in Hamburg.Coordination of other day to day activities.Take over all the returns non-processed due to a mismatch with the return policy and contact customer to solve the issue.File the files regarding issues detected from the carrier, store or mistakes.Communication with the customer (e-mail, phone calls,..)OperationalCheck with courier all the complaints regarding shipments.Register orders with processing problems at the courier platform to open a complaint with the company.Verify orders returned and stopped at courier company´s warehouse to move them forward or try a second delivery attempt.Check and proceed with Adyen disputes and report incidents to Team Leader/Manager.Manage CPOS regarding stock mistakes or return orders received.Communication Flow and AlignmentEnsure an optimal communication with Customer Relation department in Hamburg.Keep communication flow and relationship with legal department.MORE ABOUT YOUFluent in Portuguese and English. Spanish or French are a plus.Good knowledge of platforms.Good MS Office knowledge (with a focus on Outlook and Excel).Excellent analytical skills and attention to detail.Data entry and management.We hope that you feel confident applying. If 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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