Representative, Customer Experience

Pandora Group
United States
Workplace: OnsiteFull timeUSD 21 - 25 hourlyFunction: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Communication","Empathy","Problem-solving","Decision-making","Confidentiality"]

Manage complex, escalated customer inquiries across phone and email as the primary contact for customer concerns. Resolve warranty-related issues and challenging complaints while de-escalating situations with empathy and sound judgment. Own cases end-to-end with proactive updates using CRM tools and accurate documentation. Educate customers on Pandora products, policies, and services, collaborate with cross-functional teams, and help identify root causes to improve customer experience metrics.

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FursaFursa
Pandora Group
Pandora Group
19 hours ago

Representative, Customer Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Manage complex, escalated customer inquiries across phone and email as the primary contact for customer concerns. Resolve warranty-related issues and challenging complaints while de-escalating situations with empathy and sound judgment. Own cases end-to-end with proactive updates using CRM tools and accurate documentation. Educate customers on Pandora products, policies, and services, collaborate with cross-functional teams, and help identify root causes to improve customer experience metrics.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Serve as the primary point of contact for escalated customer concerns, delivering timely resolutions across phone, email, and other support channels.
  • •Handle complex customer complaints and warranty-related inquiries while balancing customer satisfaction with policies and procedures.
  • •De-escalate challenging situations using active listening, empathy, and effective problem-solving.
  • •Own customer issues from initial contact through final resolution, providing proactive updates and maintaining accurate records in a CRM.
  • •Educate customers on Pandora products, services, warranties, and policies, and collaborate with cross-functional teams to resolve concerns efficiently.

Pay and Benefits

Salary: USD 21 - 25 hourly
Perks:Health InsuranceDentalVisionDisability Insurance401kPaid LeaveLearning Budget

Key Requirements

  • •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, managing multiple priorities accurately.
  • •Comfortable handling a high volume of phone and email interactions and using CRM systems (Salesforce preferred) and Microsoft Office.
Experience:2+ years
Skills:CommunicationEmpathyProblem-solvingDecision-makingConfidentiality
Tech Stack:SalesforceCRM systemsMicrosoft Office

Company Brief

Pandora Group
The Pandora Group (Pandora A/S) is the world's largest jewelry brand, headquartered in Copenhagen, Denmark.
Industry: Luxury Goods
Headquarters: Copenhagen, Denmark
Website