Pandora Jewelry: Customer Service Representative - Remote Contractor (#OPA)

Pandora Jewelry and Inktel are seeking WORK-FROM-HOME independent contractors who are passionate about jewelry and would like to represent the world’s top jewelry designer and manufacturer.

Each Jewelry Support Specialist will be an independent contractor, working from home using their own computer equipment that meets the technical requirements outlined below.

Individuals must also be able to establish a designated work space, free from noise and distractions to handle incoming phone calls.

You will be responsible for answering incoming contacts from clients via multiple platforms, including phone, email and chat. Training will be provided on client information and systems used.

Start Date - 11/27/2023

Schedule:

Monday through Friday = 8AM - 10:30PM Eastern Time Zone

Saturday or Sunday = 9AM - 7:30PM Eastern Time Zone

• Average 32 hours per week.

JOB RESPONSIBILITIES:

• Provide world-class customer service and a first-call resolution.
• Communicate with customers in a proactive and professional manner across multiple communication channels, including phone, chat, and email. Agents may be asked to transition between channels at any time.
• De-escalating customers who are upset with their experience and ensure that we explore all options to satisfy their needs.
• Identify root cause of inquiries by asking probing questions to determine the best solution.
• Respond to pricing and product inquiries, order status, tracking inquiries and order cancellations.
• Handle account and billing issues, along with order upselling, troubleshooting, fraud order and returns, based on policy provided through training guidelines.
• As a brand ambassador – provide promotion support, being knowledgeable about current promotions, new offers, and mentioning our Pandora Club after sales and promotions.
• Surprising the customer with product knowledge and craftmanship details such as "hand painted", "hand finished", "sustainable jewelry".
• Making the shopper feel special by appreciating and respecting them.
• Emit trust along with genuine care and attention.

THE IDEAL INDEPENDENT CONTRACTOR:

• Friendly and optimistic!
• Passionate about Jewelry and Fashion!
• Excellent interpersonal, verbal & written skills.
• Passionate about serving others and strong desire to take ownership of the customer interaction.
• Able to quickly navigate through multiple systems simultaneously
• Excellent problem solving skills & must have a “can do” attitude.
• Able to communicate effectively with customers, management, and peers.
• Customer service experience obtained in retail, hospitality or call center environment of a minimum of 2 years is essential.
• Computer knowledge/tech savviness
• Bilingual in Spanish or French a plus!
• Average 32 hours per week.

TECHNOLOGY REQUIREMENTS:

Minimum PC Requirements
CPU Speed

• Dual Core 1.2 GHz or better
• Intel Core i3 or AMD Ryzen 3 or better

Hard Drive

• 40 GB or more of available space
• 100 GB or more of total space

Memory

• 8 GB of RAM or better

Operating System

• Windows 10 or 11 (Home or Pro)
• No Macs or Chromebooks
• Two (2) available USB 2.0 or greater ports

Minimum Monitor and Accessory Requirements
Monitor*

• 1280 x 1024 (SXGA) screen resolution
• 1920 x 1080 (Full HD or 1080p)

USB Headset with Microphone

• JPL TT3 Evo Binaural Headset (Headband Boom) with Tough Case and JPL BL-053 P JPL USB 2.0 universal bottom lead with volume and mute function

Camera

• Integrated or USB Camera

*Dual monitors may be required on some client programs

Minimum Software Requirements
Google Chrome**

• Latest version of Google Chrome for Windows

**Certain client programs may require specific versions of Microsoft Internet Explorer

Minimum Internet Connectivity Requirements
Standard Connection / Speed

• Hard-wired connection (no wireless)
• Minimum 45 Mpbs download / Minimum 10 Mpbs upload
• Internet connection must not be shared with more than 3 devices in the same location

Maximum Latency Threshold

• 120 milliseconds (ms)

Job Type: Contract

Pay: $15.00 per hour

Expected hours: 32 – 40 per week

Benefits:

• Work from home

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Every weekend
• Monday to Friday

Work setting:

• Call center
• Remote

Application Question(s):

• This is a remote independent contracot role. You must provide your own equipment. Do you agree to provide your own equipment?

Experience:

• Customer service: 2 years (Required)
• Call Center: 1 year (Required)

Work Location: Remote

Salary : $15