Representative, Customer Experience (f/m/d) - B2C Italy - #2224166

There is a lot of logistical know-how behind every beautiful piece of jewelry. Welcome to Pandora EMEA Distribution Center GmbH, a company of the Pandora Group based in Hamburg-Moorfleet! Since 2011, our mission has been to bring beautiful things to people. Our distribution center is a pioneering logistics center with the highest sustainability standards that is fully geared towards efficient processes. From here we ship our goods quickly, safely and reliably to 69 countries in Europe, the Middle East and Africa. We are as diverse as our jewelry: about 240 employees with over 40 nationalities give special moments to countless customers every day. By supplying the Pandora stores but also through direct contact with end customers. Via the online shop, we delight them with individual products, such as engravings and stylish gift packaging.

For our distribution center in Hamburg-Moorfleet, we are looking for energetic people who will ensure that wishes come true throughout the EMEA region. Join us now as

Representative, Customer Experience (f/m/d) - B2C Italy

Hamburg | Fulltime

Let’s DELIVER together:

The representative working on the B2C function, is responsible for delivering exceptional customer service to retail customers, ensuring a positive experience across all communication channels, including phone, email, and other platforms. This role focuses on resolving customer enquiries efficiently, maintaining service quality, and ensuring high satisfaction through effective communication and problem-solving. The representative will also contribute to process optimisation, providing feedback and supporting continuous improvement initiatives that align with business goals.

In addition to retail customer interactions, the representative handles eCommerce-related escalations with our third-party contact center. They also support eCommerce warehouse returns by identifying missing returns and communicating with customers to resolve any issues. The representative plays an important role in improving customer satisfaction and supporting team goals by adapting to different customer needs.

• You are the first point of contact to handle communications via email and calls delivering proactive customer service and feedback to inquiries within promised response times
• You h andle and resolve inquiries in a professional manner following established policies in different languages
• You s upport in communications with our Distribution Centre functions to ensure prompt and accurate information sharing to all relevant team
• You have the a bility to work independently, while having a strong team ethos with a can-do approach
• You u nderstand the processes and customers’ needs of the markets in support, and be able to flex these to ensure high customer satisfaction
  
  
  

What we DREAM of:

• You have a experience in a customer-facing role, which is an advantage – virtual or in-person
• You have High Motivation and Engagement
• You are a native level Italian Speaker and possess fluent verbal and written skills in English
• You have strong written and verbal communication skills
• You show resilience against stress and great teamworking skills
• You are reliabile and a strong Can-Do-Attitude
• You have basic knowledge of MS Office 365
• You have working knowledge of CRM systems like SFSC, and an ERP system is desirable
  
  
  

We CARE about you:

Join our dynamic and international environment and share our values with us: WE DREAM, WE CARE, WE DARE and WE DELIVER. Our corporate culture is characterized by mutual respect, tolerance, appreciation, and willingness to perform.

As part of our Pandora family, you are an integral part of our success. That’s why we offer you a fair salary of 2,530 € gross/month, a modern workplace, many opportunities for your personal and professional development, and attractive additional benefits – a package full of gems for you:

• Internationally successful company with a flat hierarchy
• A highly motivated team with a can-do attitude
• Employee discounts on Pandora products
• Free breakfast and lunch and free drinks
• Free monthly massage
• Cooperation with corporate benefits and free access to a benefits portal for discounted tickets for sport, culture events, and corporate deals
• Company subsidized public transport ticket
• Company pension scheme with an attractive employer contribution and insurance package
• Flexible working time with opportunities for mobile working and Mobile Working Kit Allowance
  
  
  

We love to celebrate special moments together that matter to us, such as your birthday, when you get a day of special leave, or with company events in the summer and at Christmas.

We DARE you to apply:

Do you want to make the world more beautiful? Then simply apply via our career portal .

More information? Find out everything about Pandora as an employer here.

It is important to us that everyone feels they belong with us, regardless of ethnic origin, gender, disability, religion, ideology, age, or sexual identity.

Pandora EMEA Distribution Center

• Bredowstraße 34
• 22113 Hamburg
• pandoragroup.com