Representative, Customer Experience

Representative, Customer Experience Escalation

Do you enjoy providing world‑class customer service through written communication? Do you have a proven track record of handling complex escalations with clarity, professionalism, and empathy? 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, exceptional written communication skills, and a passion for the Pandora brand.

The Representative, Customer Experience Escalations, will be responsible for owning and responding to all written customer communications, including escalated email cases, Better Business Bureau (BBB) complaints, and One Trust legal escalations related to customer data deletion requests. They will serve as the written voice of Pandora, ensuring professional, empathetic, and clear communication that builds customer trust and loyalty. This role requires mastery in written communication, including strong grammar, effective tone, and polished professionalism.

The representative will be responsible for filtering and prioritizing cases with their Team Lead, including handling spam, monitoring SLAs, and escalating urgent cases. When email volume is low, they may also support other tasks, including inbound phone coverage during high call volumes.

• Email Ownership:
  Manage all inbound customer email cases, ensuring prioritization with the Team Lead to meet SLA expectations.
• Escalations:
  Respond to BBB complaints and One Trust legal escalations with professionalism and accuracy, representing Pandora as the face of excellent customer service.
• Written Communication Excellence:
  Deliver clear, concise, and empathetic communication that meets the highest standards of grammar and spelling; adapt tone and structure to align with customer expectations while maintaining brand integrity
• Problem‑Solving & Critical Thinking:
  Quickly identify root issues, own the resolution process, and apply creativity when alternatives or appeasements are needed.
• Customer‑Centric Mindset:
  Demonstrate empathy and patience, personalizing each response to ensure customers feel heard, valued, and understood.
• Technical & Organizational
  
  Skills:
  
  Navigate CRM and order systems effectively, accurately document cases, and manage multiple emails simultaneously while meeting SLA targets.
• Trend Spotting:
  Identify recurring issues in customer communications and elevate insights to leadership for continuous improvement.
• De‑escalation:
  Calm frustrated customers through written communication that is empathetic, solution‑oriented, and professional.
• Flexibility:
  Support ad hoc tasks such as phone coverage during peak call volumes or other responsibilities as assigned.

• Minimum of 3 years in a written customer service role, with experience handling escalations, complaint resolution, and sensitive customer cases.

• Bachelor's degree is preferred; alternatively, a High School Diploma with 3‑4 years of relevant experience (Bachelor's degree equates to 2 years of experience).
• Proven excellence in written communication, including advanced grammar, tone control, and structured response skills.
• Prior experience responding to formal customer complaints (e.g., BBB, legal escalations) is strongly preferred.
• Knowledge of contact center metrics such as Average Handle Time (AHT), CSAT, and NPS.
• Self‑starter who takes ownership of their work, is comfortable interacting with customers daily, and takes pride in delivering high‑quality service.
• Professional, personable, and able to remain poised under pressure.
• Proficient in Microsoft Office applications and prior experience with a CRM system (preferably Salesforce Service Cloud).

Pandora is the world's largest jewellery brand,…