Representative, Customer Experience Escalation

Representative, Customer Experience Escalation

Do you enjoy providing world-class customer service through written communication? Do you have a proven track record of handling complex escalations with clarity, professionalism, and empathy? 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!

About the Team:

You will be part of a dynamic team of can-do spirited, passionate, and performance-driven individuals who support Pandora’s mission to deliver exceptional customer experiences. This role will require a collaborative spirit, exceptional written communication skills, and a passion for the Pandora brand.

Your Role as a Representative, Customer Experience Escalation: 

The Representative, Customer Experience Escalations, will be responsible for owning and responding to all written customer communications, including escalated email cases, Better Business Bureau (BBB) complaints, and OneTrust legal escalations related to customer data deletion requests. They will serve as the written voice of Pandora, ensuring professional, empathetic, and clear communication that builds customer trust and loyalty. This role requires mastery in written communication, including strong grammar, effective tone, and polished professionalism. The representative will be responsible for filtering and prioritizing cases with their Team Lead, including handling spam, monitoring SLAs, and escalating urgent cases. When email volume is low, they may also support other tasks, including inbound phone coverage during high call volumes.

Key Responsibilities:

• Email Ownership: Manage all inbound customer email cases, ensuring prioritization with the Team Lead to meet SLA expectations.
• Escalations: Respond to BBB complaints and OneTrust legal escalations with professionalism and accuracy, representing Pandora as the face of excellent customer service.
• Written Communication Excellence: Deliver clear, concise, and empathetic communication that meets the highest standards of grammar and spelling; adapt tone and structure to align with customer expectations while maintaining brand integrity
• Problem-Solving & Critical Thinking: Quickly identify root issues, own the resolution process, and apply creativity when alternatives or appeasements are needed.
• Customer-Centric Mindset: Demonstrate empathy and patience, personalizing each response to ensure customers feel heard, valued, and understood.
• Technical & Organizational Skills: Navigate CRM and order systems effectively, accurately document cases, and manage multiple emails simultaneously while meeting SLA targets.
• Trend Spotting: Identify recurring issues in customer communications and escalate insights to leadership for continuous improvement.
• De-escalation: Calm frustrated customers through written communication that is empathetic, solution-oriented, and professional.
• Flexibility: Support ad hoc tasks such as phone coverage during peak call volumes or other responsibilities as assigned.

What is needed to succeed:

• Minimum of 3 years in a written customer service role, with experience handling escalations, complaint resolution, and sensitive customer cases.

• Bachelor's degree is preferred; alternatively, a High School Diploma with 3–4 years of relevant experience (Bachelor’s degree equates to 2 years of experience).
• Proven excellence in written communication, including advanced grammar, tone control, and structured response skills.
• Prior experience responding to formal customer complaints (e.g., BBB, legal escalations) is strongly preferred.
• Knowledge of contact center metrics such as Average Handle Time (AHT), CSAT, and NPS.
• Self-starter who takes ownership of their work, is comfortable interacting with customers daily, and takes pride in delivering high-quality service.
• Professional, personable, and able to remain poised under pressure.
• Proficient in Microsoft Office applications and prior experience with a CRM system (preferably Salesforce Service Cloud).

Maryland Salary: $22.00 to $24.00 hourly (based on experience)

About Pandora: 

Pandora is the world's largest jewellery brand, specialising in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewellery. 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 37,000 people worldwide and crafts its jewellery using only 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 is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 31.7 billion (EUR 4.2 billion) in 2024.    

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.