Pandora Representative, Customer Experience - eCommerce

Pandora; Glen Burnie (MD); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Learning & development

Employee discounts

Paid time off

Job summary

Pandora is seeking a Representative, Customer Experience for eCommerce within the Americas Operations. You will manage escalated inquiries across phone and email, delivering timely resolutions while educating customers on products, warranties, and policies. Work with Operations, Logistics, and Retail teams to resolve issues in a fast-paced environment.

You will contribute to a customer-first culture, maintain confidentiality, and stay updated on promotions to enhance service excellence.

Qualifications

• 2+ years of customer service experience in contact center, retail, luxury or e-commerce.
• Ability to de-escalate difficult situations with professionalism and empathy.
• Excellent verbal and written communication with a customer-first mindset.
• Strong problem-solving and decision-making in fast-paced environments.
• Capability to manage multiple priorities with high accuracy and attention to detail.
• Experience handling high volumes of phone and email interactions.
• Proficiency with CRM systems (Salesforce preferred) and MS Office.
• Familiarity with CSAT, NPS, FCR, and AHT performance metrics.

Responsibilities

• Serve as primary contact for escalated customer concerns across phone, email, and other channels.
• Handle complex complaints and warranty inquiries while adhering to policies.
• De-escalate situations using active listening and empathy.
• Own customer issues from start to resolution with proactive updates.
• Document interactions and track case progress using CRM systems.
• Educate customers on Pandora products, services, warranties, and policies.
• Collaborate with Operations, Logistics, Retail, and CX teams to resolve issues.
• Identify root causes and feed improvements for process enhancements.
• Maintain accuracy and confidentiality of customer and business info.
• Stay informed about product launches and promotions to support service excellence.

Skills

Customer service

De-escalation

Verbal communication

Written communication

Problem solving

Multitasking

Attention to detail

Confidentiality

Cross-functional teamwork

Tools

Salesforce

Microsoft Office

Job description

Representative, Customer Experience - eCommerce, Pandora AME Operations

As the largest jewelry brand in the world, we give 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.

About the Team:

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.

Your Role as Representative, Customer Experience:

• 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 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.

What is needed to succeed:

• 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.

Our Benefits:

• At Pandora, we dare to invest in our people, care for their well-being, support their growth, and empower them to thrive both personally and professionally. Our comprehensive rewards package includes competitive pay, health and wellness benefits, retirement savings, learning and development opportunities, employee discounts, and paid time off. Visitour