Customer Experience Representative

Responsibilities

• Handle escalated customer complaints and warranty returns efficiently to ensure first-contact resolution.
• Provide empathetic support and clear communication in both English and Spanish via inbound calls, callbacks, and emails.
• De-escalate challenging situations using active listening and strong problem-solving skills.
• Maintain deep product knowledge to assist customers with collections and special editions.
• Navigate multiple systems simultaneously, including CRM tools, to manage customer information accurately.
• Act as a brand ambassador by representing Pandora's values and aesthetics in every interaction.

Requirements

• Minimum of 2 years in a customer service role (retail or luxury goods experience preferred).
• Proficient Spanish speaking and writing ability.
• Experience with CRM systems (Salesforce experience is a plus).
• Proficient in Microsoft Office applications.
• High School Diploma (requires 3-4 years of experience) or Bachelor's Degree (requires 2 years of experience).
• Ability to remain poised and professional under pressure while interacting with customers throughout the day.

Benefits

• Comprehensive medical, dental, and vision insurance.
• 401k plan with a 6% employer match and 100% immediate vesting.
• Tuition reimbursement for Associate, Bachelor, and Master degrees.
• Employee jewelry discount program.
• Paid time off including vacation, sick days, personal days, and company holidays.
• On-site perks including a dedicated cafeteria with free breakfast and lunch, and a nearby gym membership.

About the Company

Pandora designs, manufactures, and markets hand-finished jewellery made from high-quality materials at affordable prices. Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and is committed to sustainability and carbon neutrality.