About the job:

This is an exciting opportuniy calling for the customer services professionals. The role will dedicate to our new launch eCommerce portal. Reporting to eCommerce Manager, successful caliber will liaise between Pandora and internal/external customers from both stores & online, offering a high level of customer service at all times, including provision of assistance with service and product information and resolving complaints and problems, streamlining and improving the customer experience whenever possible.The role follows regular office hours.

Job responsibilities:

• Respond promptly to customer enquiries via phone,e-mail and live chat.
• Obtain and evaluate all relevant information to handle product and service enquiries.
• Provide end user support for the Demandware web platform and PANDORA Portal application
• Resolve product or service issues by clarifying the customer’s complaints, determining the cause of the problem, selecting and explaining the best solution to solve the issue and expediting correction or adjustment. Following up to ensure resolution.
• Keep records of customer interactions in the customer service platform
• Handle product returns/repairs and protect company assets at all times ensuring a high level of security when handling jewellery
• Maintain customer data base (CRM) ensuring data governance
• Manage, plan and implement new processes and system when needed inducing stock returns and warranty credits
• Ensure customer service platform is being up to date and follow up with developers or vendors for enhancement.
• Manage PANDORA Portal, Demandware, CS, ERP & CRM system applications.
• Manage all customer complaint tracking/ reporting back to the business
• Review orders to prevent from fraudulent transactions.
• Undertake any other duties including covering for colleagues in other areas as business needs dictate
• Perform ad hoc duties as required including covering for colleagues during absence

Job Requirements:

• University Graduate with minimum 2 years relevant expereince, preferably gaind from online retail
• Fluency in Cantonese, Mandarin & English is a must
  
• Solid track record in providing exceptional customer service.
• Customer focused, setting high standards for quality and quantity, monitoring and maintaining quality and productivity and working in a systematic and methodical manner to consistently achieve goals.
• Appropriately follows instructions, procedures and policies, keeping to schedules and is consistently punctual. Always complies with legal and safety requirements of the role.
• Able to establish strong relationships with internal and external customers, building wide and effective networks of contacts both within and outside the organisation, relating well to people at all levels.
• Demonstrates the ability to work productively in a high pressure environment, keeping emotions under control during difficult situations, and maintaining a positive outlook at all times

SHINE WITH US.

We want to become the world’s most recognized jewelry brand. Come join us.

Please email your resume with cover letter to pap.recruitment@pandora.net and state "Application of Customer Service Representative" in subject.

Due to the high volume of applications, only shortlisted candidates will be notified. If you are not contacted by us within 6 weeks, please consider your application unsuccessful. All data collected would be used for recruitment purpose only.