Customer Experience eComm Rep

Customer Experience Rep.- eCommerce, Pandora NAM Operations

Do you want to be a part of the world’s leading jewelry company while putting your experience in Internal Communication into use? If yes, then we might have an exciting opportunity for you! You will be part of an exciting business area and work in an international organization of can-do spirited, passionate, and performance-driven people.

About the Team:
 

The Pandora Customer Experience team is committed to providing thorough investigations and de-escalation to effectively triage and resolve high impact issues.

As a representative for Customer Experience- eCommerce, you will be responsible for seeing escalations through from start to finish, with the goal of driving resolution for both internal and external B2C inquires. 

The ideal candidate for this role should be confident in making quick decisions and comfortable engaging with consumers back to back via phone, email, and chat throughout the day.

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

Your Role as a Customer Experience Rep.- eCommerce:

• Provide high-level assistance with customer service escalations, and operations. Assist with Tier 2 customer service escalations from the call center and through social media. Including, but not limited to order inquiries, return inquiries, refund inquiries, JIRA ticket support and promotional code support.
• Provide additional support where needed for customer service operations such as refund requests, promo code management, and troubleshooting website issues.
• Creation of ad hoc reports in different tools to recognize trends and patterns in call types and engages leadership with suggested solutions.
• Payment Issue Resolution - PayPal/OMS/Fraud.  Remove authorizations, blacklisting fraudulent customers that abuse policies, etc.
• Responsible for responding to and maintaining high profile customer issues, such as those from the Better Business Bureau or company leadership such as executive escalations.
• 3rd Party Contact Center Supervisors Support (regular touch bases with contact center supervisors)
• Recommend to the management team programs and practices that will enhance productivity, reduce costs, maintain / exceed service levels and support a center of excellence.
• User Access/Deactivation Management of ecommerce team members
• Daily Ops Call with Contact Center to communicate daily/weekly updates to call center team to inform them of upcoming sales and promotions, product launches and/or brand moments.
• Promptly resolve internal and external customer complaints. Determine the cause of the problem, research alternatives, select and explain the best solution to solve the problem, expedite correction or adjustment, coordinate with necessary departments, and follow-up to ensure resolution and satisfaction
• Prioritize and manage the workday effectively and efficiently in order to be available to handle customer concerns as well as take care of day-to-day customer service responsibilities
• Identify opportunities for improving team efficiency and reducing response time
• Summarize case facts and decision summaries, providing succinct post-mortem summaries to a highly visible audience of cross-functional collaborators and business partners

What is needed to succeed:
 

• 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 WMS and OMS applications
• Salesforce Experience Preferred

About Pandora:

Pandora designs, manufactures, and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.   

Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.   

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, 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.