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 Benefits:

We Dare! We offer robust compensation package including base and bonus, a 401K plan to help you secure your financial future

We Care! Pandora offers extensive benefits including: Medical, Dental, Vision, Short/Long Term Disability, Basic Life and AD&D, anniversary gift cards, recognition program and product discounts!

We Dream! Pandora is fostering growth and crafting opportunities to support the business needs which learning and development programs, continuous feedback, LinkedIn learning, tuition reimbursement and more

We Deliver! PTO Package including: Vacation, Personal, Sick, Celebration days and Paid Holidays

Maryland Salary: $21.00-$25.00, per hour, commensurate with experience

About Pandora: Pandora is the world's largest jewelry brand, specializing in the design, crafting and marketing of accessible luxury jewelry made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewelry. Pandora jewelry is sold in more than 100 countries through 7,000 points of sale, including more than 2,800 concept stores. Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewelry with 100% recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030.

Pandora's recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.

About Pandora NAM: The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 130 in our Logistics Center in Glen Burnie, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores. Today, the USA is Pandora's single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.