Customer Care Specialist, Digital Operations
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We are looking for a Customer Care Specialist for Digital Operations to be a part of the build of our new Digital Hub. Digital Operations is responsible for ensuring the effective operations of our digital platforms and operational processes, as well as managing change, so that we may better serve our customers.
As Customer Care Specialist in Digital Operations, you will:
- Define, develop and deploy efficient and effective processes for handling customer contacts relating to Digital Commerce
- Work with third party contact centre providers and in-house operational teams to provide a helpful and cost-effective customer experience
- Monitor and respond to SLA’s across Customer Contact, define standards, KPI’s and processes for the local Customer Contact partners and provide Customer Contact Centre subject matter expertise to the organisation
- Be the subject matter expert on operational usage and configuration of Salesforce Service Cloud
- Ensure all customer contact reflects our tone of voice and are helpful as well as on-brand
Your new team:
Pandora is a company with a big heart that takes great pride in treating our people well. You will be part of an exciting business area and work in an international hub of can-do spirited, passionate and performance-driven people. We are a team, who work closely together, help each other out and offer the flexibility and freedom needed to allow you to focus on solving our customers’ problems. We work in squads and tribes, using agile to help us deliver customer and business value.
You will report directly to the Customer Promise Manager in Digital Operations and you will be responsible for four direct reports.
What is needed to succeed:
To succeed in the role as Customer Care Specialist, we envision that you have and can demonstrate:
- Minimum 2 years of solid experience working in Customer Contact
- Experience of working with third party contact centre providers
- Salesforce Service Cloud experience is considered an advantage
- Fluent English – other European languages are considered a bonus
Something about you:
You might be the person we are looking for if both your analytical and problem-solving skills are strong. You will be part of the build of our new Digital Hub and we are starting from a position where we need to rapidly learn and mature our capabilities. Therefore, it is an advantage if you thrive in a fast-paced environment with diverse tasks and exciting challenges. We value teamwork and we imagine that you have the ability to collaborate cross-functionally with internal key stakeholder.
Additional information:
Application deadline: March 25, 2020
Expected start date: As soon as possible
This role is based in the Pandora Global Office in Copenhagen, Denmark. Candidates should be willing to travel approximately 25-30 days a year.
Did we get your attention?
We hope you got all your questions answered and feel confident applying for this position, however if you have more questions regarding the position, please contact:
Neil Andrews
Recruiter, Global Office HR
+44 797 378 7498
[email protected]
If you see yourself in the position and would like to become a part of Pandora’s future 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.
Icing on the cake
You will be working out of our beautiful Head Office in Copenhagen V, established in 2016 and designed to unite and inspire our teams. Besides our beautiful interior design we are also proud of our LEED Gold Certification for Energy and Environmental Design. This means that we use as few natural resources as possible and that we use them with respect. The result is a professional and dynamic space that is unique, comfortable and inspirational – and delivers a true Pandora experience to anyone who works here or comes to visit.
About Pandora
Pandora designs, manufactures and markets hand-finished and contemporary jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries on six continents through more than 7,500 points of sale, including more than 2,700 concept stores.
Founded in 1982 and headquartered in Copenhagen, Denmark, Pandora employs more than 26,000 people worldwide of whom more than 11,500 are located in Thailand, where the Company manufactures its jewellery. Pandora is publicly listed on the Nasdaq Copenhagen stock exchange in Denmark. In 2018, Pandora’s total revenue was DKK 22.8 billion (approximately EUR 3.1 billion).
Information og data
Denne ledige stilling har jobtypen "Kundeservicemedarbejder", og befinder sig i kategorien "Kontor, handel og service".
Arbejdsstedet er beliggende i København
Jobbet er oprettet på vores service den 30.1.2020, men kan have været deaktiveret og genaktiveret igen.
- Kundeservicemedarbejder
- København
- Onsdag den 25. marts 2020
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