Representative, Customer Experience

Representative, Customer Experience

City:
Glen Burnie Country/Region: US

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 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.

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…