Representative, Customer Experience

Role Overview

The Americas Customer Experience team is dedicated to delivering exceptional service and creating meaningful connections with Pandora fans across NAM & LATAM. As a Customer Experience Representative, you will be responsible for managing complex customer inquiries and escalated concerns across multiple channels, including phone and email.

What You Will Do

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.

Why It Might Be a Fit

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.

Requirements

• 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).

Benefits

• Competitive pay
• Health and wellness benefits
• Retirement savings
• Learning and development opportunities
• Employee discounts
• Paid time off