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Customer Experience Representative - Hybrid

City:  Columbia
Country/Region:  US
Application Deadline:  August 7, 2022

Do you enjoy providing world class customer experience? Do you have a proven track record of solving complex service problems? 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!

 

In this position, the Customer Experience Representative will be empowered to make decisions to satisfy the customer while still holding PANDORA’s values in high regard. The representative is responsible for building brand loyalty and de-escalating complaints by displaying active listening and problem-solving skills. They will guide internal and external customers through the resolution process with valuable product and service information. 

 

There are 2 openings on this team – Ideal candidates should be comfortable being on the phone for long periods of time and interacting with consumers.  Bilingual language ability is a plus. (French/Spanish)

 

This role is eligible to work a hybrid model, with two work from home days per week.

 

What you will be responsible for:

  • Respond to inbound inquiries received by phone and/or email in different queues that service internal and external customers
  • Record all details of inquiries, comments and complaints as well as details of actions taken in case management system - Salesforce
  • Identify and leverage the appropriate resources for resolving issues by utilizing thorough knowledge of the organization
  • Make decisions that achieve the right balance between customer satisfaction and upholding the company’s principles and policies
  • Nurture and improve customer relationships by thoughtfully evaluating and self-reliantly making fair decisions
  • Assist Customer Experience Department with more challenging internal and external customer complaints or issues
  • Understand Pandora products well to better assist the customers.
  • Be willing to work in a highly collaborative environment
  • Ability to work a flexible work schedule including weekends/holidays. Standard shift, 10:30am – 7:00pm EST.  

 

A bit about you:

  • Vocational/Technical Degree
  • 1-3 years’ previous experience in a similar role
  • Strong interpersonal and written & oral communication skills
  • Outstanding service orientation
  • High attention to detail
  • Professional and personable
  • Poised under pressure
  • Strong decision-making skills
  • Proficient in Microsoft Office applications
  • Salesforce Experience Preferred

 

Our Rewards:

  • Comprehensive medical, dental, and vision insurance with multiple plan options available based on your individual or family needs. 
  • An exceptional 401k plan with a 6% employer match and 100% immediate vesting!
  • Tuition reimbursement  for Associate, Bachelor, and Master degrees. 
  • Employee Jewelry discount program!
  • A peer-to-peer recognition program which allows employees to redeem recognition points for merchandise and travel
  • A dedicated cafeteria where we offer free breakfast & lunch. There’s even coffee, soda, flavored teas and filtered water! 
  • A free, individual gym membership, located only one block away from the US DC. 
  • An array of paid time off benefits such as, vacation, sick, personal days, volunteer day, celebration day, 10 company-recognized holidays and even your birthday! 


Nearest Major Market: Baltimore