Representative, Customer Experience

Pandora•Glen Burnie, MD

8d•$21 - $25•Onsite

About The Position

As the largest jewelry brand in the world, Pandora gives a voice to millions of people’s loves every day. Our beautiful products empower people all around the world to express themselves. We are proud to be part of their stories and the most important moments in their lives. Where original thinking is welcomed, and can turn into positive impact in a heartbeat, we can dream big, dare to act, and deliver with care and passion. At Pandora where you can each craft far more than just an incredible career. The Americas Customer Experience team is dedicated to delivering exceptional service and creating meaningful connections with Pandora fans across NAM & LATAM. We serve as brand ambassadors, problem-solvers, and customer advocates, ensuring every interaction reflects Pandora's commitment to quality, care, and excellence. As part of a collaborative and fast-paced environment, you'll work alongside passionate professionals focused on turning customer challenges into positive experiences that strengthen loyalty and elevate the Pandora brand. As a Customer Experience Representative, you will be responsible for managing complex customer inquiries and escalated concerns across multiple channels, including phone and email. You will act as a trusted advocate for our customers, using strong communication, critical thinking, and problem-solving skills to deliver timely and effective resolutions.

Requirements

Minimum of 2 years of customer service experience, preferably in a contact center, retail, luxury, or e-commerce environment.
Strong ability to de-escalate difficult situations with professionalism, empathy, and confidence.
Excellent verbal and written communication skills with a customer-first mindset.
Proven problem-solving and decision-making abilities in a fast-paced environment.
Experience managing multiple priorities while maintaining a high level of accuracy and attention to detail.
Comfortable handling a high volume of phone and email interactions throughout the day.
Strong technical aptitude, including experience with CRM systems (Salesforce preferred) and Microsoft Office applications.
Familiarity with customer service performance metrics such as CSAT, NPS, First Contact Resolution (FCR), and Average Handle Time (AHT).
A collaborative, positive attitude and a passion for delivering world-class customer experiences.
Ability to maintain confidentiality and handle sensitive customer information with discretion and professionalism.

Responsibilities

Serve as the primary point of contact for escalated customer concerns, delivering professional and timely resolutions across phone, email, and other support channels.
Handle complex customer complaints and warranty-related inquiries while balancing customer satisfaction with company policies and procedures.
De-escalate challenging situations through active listening, empathy, sound judgment, and effective problem-solving.
Take ownership of customer issues from initial contact through final resolution, providing proactive updates and follow-up as needed.
Utilize CRM and customer support systems to document interactions, track case progress, and maintain accurate customer records.
Educate customers on Pandora products, services, warranties, and policies to support informed purchasing and service decisions.
Collaborate with cross-functional teams, including Operations, Logistics, Retail, and Customer Experience partners, to resolve customer concerns efficiently.
Identify root causes of recurring customer issues and provide feedback to support continuous improvement initiatives.
Meet or exceed established customer experience and contact center performance metrics.
Maintain a high level of accuracy, attention to detail, and confidentiality when handling customer and business information.
Stay current on product launches, promotions, and operational updates to provide an exceptional customer experience.
Demonstrate Pandora's values and commitment to service excellence in every customer interaction.
Contribute to a collaborative team environment by sharing best practices, supporting colleagues, and fostering a customer-first culture.