Representative, Customer Experience

Customer Experience Escalations Representative, Pandora NAM

Do you enjoy providing world-class customer service? Do you have a proven track record of solving complex service problems? Would you like to join a team that helps give a voice to people’s loves? If you answered yes to these questions, apply to join the NAM Operations Customer Experience team today!

You will be part of a dynamic team of can‑do spirited, passionate, and performance‑driven individuals who support Pandora’s mission to deliver exceptional customer experiences. This role will require a collaborative spirit and a passion for the brand.

The Customer Experience Escalations Representative will handle escalated customer issues, ensuring positive resolutions that uphold Pandora’s standards. They will be responsible for making customer‑centered decisions, promoting brand loyalty, and de‑escalating complaints with active listening and problem‑solving skills for both English & Spanish speaking Pandora fans. Through effective communication, they will guide customers, providing valuable product and service information. The representative will be responsible for handling inbound calls, offering callbacks, and handling emails.

Ideal candidates should be comfortable being on the phone for long periods and interacting with escalated customers.

Salary $21.00 - $24.00

• Customer Interaction:
  Handle escalated customer complaints and warranty returns efficiently, aiming for first‑contact resolution while maintaining a positive brand image.
• Communication:
  Leverage exceptional verbal and written communication skills to clearly and empathetically address customer needs in both English & Spanish.
• Empathy and Patience:
  Demonstrate genuine care for customer needs, connecting emotionally with clients, and maintaining a calm demeanor in challenging situations.
• Product Knowledge:
  Quickly learn and retain detailed product information, including new collections and special editions, to assist customers effectively.
• Technical Proficiency:
  Navigate multiple systems simultaneously, with prior experience in CRM systems (ideally Salesforce).
• Problem‑solving:
  Apply strong analytical skills to understand customer issues and provide effective solutions promptly.
• Brand Ambassadorship:
  Represent Pandora’s values and aesthetics in all customer interactions, enhancing brand loyalty and customer satisfaction.
• Team
  
  Collaboration:
  
  Work collaboratively with colleagues, contributing to a positive team culture.
• Attention to Detail:
  Ensure accuracy in handling customer information and interactions, staying one step ahead to avoid repetitive issues.
• Professionalism and Privacy:
  Maintain confidentiality of all customer and business information.

• Minimum of 2 years in a customer service role, preferably within the retail or luxury goods sector.
• Preferably a Bachelor’s Degree or at least a High School Diploma (Bachelor’s Degree = 2 years of experience / High School Diploma = 3–4 years of experience).
• Prior knowledge of contact center metrics such as Average Handle time, CSAT, NPS, etc.
• Self‑starter, comfortable with interacting with customers all day, and takes pride in providing quality customer service.
• Strong interpersonal, written & oral communication skills
• Professional, personable & able to remain poised under pressure
• Proficient in Microsoft Office applications & prior experience with a Customer Relationship Management (CRM) system (preferably Salesforce Service Cloud).

• Comprehensive medical, dental, and vision insurance with multiple plan options available based on your individual or family needs.
• An exceptional 401k plan with a 6% employer match and 100% immediate vesting!
• Tuition reimbursement for Associate, Bachelor, and Master degrees.
• Employee Jewelry discount program!
• A peer‑to‑peer recognition program that allows employees to redeem recognition points for merchandise and travel.
• A dedicated cafeteria where we offer free breakfast & lunch. There’s even coffee, soda, flavoured teas and filtered water!
• A free, individual gym membership, located only one block away from the US DC.
• An array of paid time off benefits…