Customer Experience Specialist: Escalations & Solutions

Pandora A/S; Glen Burnie (MD); On-site; USD 44,000 - 52,000; Full time

Benefits offered by this job

Health and wellness benefits

Retirement savings

Learning and development opportunities

Employee discounts

Paid time off

Job summary

Pandora is seeking a Customer Experience Representative to manage escalated inquiries across phone, email, and other channels. You will serve as a trusted advocate, resolve issues promptly, and document interactions in our CRM to support cross-functional teams.

You'll de-escalate challenging situations with empathy, learn product details and policies, and contribute to a team focused on delivering world-class service while maintaining confidentiality and high accuracy.

Qualifications

• 2+ years of customer service experience in contact center, retail, luxury, or e-commerce.
• Ability to de-escalate situations with professionalism and empathy.
• Excellent verbal and written communication; customer-first mindset.
• Experience with CRM systems (Salesforce preferred) and MS Office.

Responsibilities

• Serve as the primary contact for escalated customer concerns across phone, email, and other channels.
• Handle complex complaints and warranty inquiries while upholding policies.
• De-escalate situations through active listening and solid judgment.
• Own issues from initial contact to final resolution with proactive updates.
• Document interactions and track case progress in CRM systems.

Skills

Customer service

De-escalation

Communication

CRM (Salesforce)

Microsoft Office

Tools

Salesforce

MS Office

Job description

Pandora is seeking a Customer Experience Representative to manage escalated inquiries across phone, email, and other channels. You will serve as a trusted advocate, resolve issues promptly, and document interactions in our CRM to support cross-functional teams.

You'll de-escalate challenging situations with empathy, learn product details and policies, and contribute to a team focused on delivering world-class service while maintaining confidentiality and high accuracy.