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Customer Experience eComm Rep

3 months ago

Columbia, South Carolina, United States Pandora Full time

Do you thrive on delivering exceptional customer experiences? Are you skilled at navigating complex customer conversations? Do you want to be part of a team that gives a voice to people's loves? If you answered yes to these questions, seize the opportunity to join the NAM Operations Customer Experience – eCommerce team today

At Pandora, we believe in providing unparalleled customer service that resonates with our clients. Join our dynamic team as an eCommerce Representative, where you will lead thorough investigations and de-escalation efforts to efficiently triage and resolve high-impact issues. Your responsibility will encompass managing escalations from initiation to resolution, addressing both internal and external inquiries.

Ideal candidates should be comfortable being on the phone for long periods of time and interacting with consumers.

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

What you will be responsible for:

  • Provide expert assistance with customer service escalations and operations, covering order, return & refund inquiries, JIRA ticket support, promotional code management & troubleshooting website issues.
  • Generate ad hoc reports using various tools to identify trends and patterns in call types, proposing solutions to leadership.
  • Resolve payment issues, including PayPal/OMS/Fraud, such as removing authorizations & blacklisting fraudulent customers.
  • Address and maintain high-profile customer issues, including those raised by the Better Business Bureau or executive escalations from company leadership.
  • Provide support for 3rd Party Contact Center Supervisors
  • Recommend programs and practices to the management team that will enhance productivity, reduce costs, maintain/exceed SLAs, and foster a center of excellence.
  • Manage User Access/Deactivation for ecommerce team members
  • Conduct Daily Ops calls with the Contact Center to communicate daily/weekly updates on upcoming sales, promotions, product launches, and brand moments.
  • Promptly address internal and external customer complaints, determining causes, researching alternatives, and coordinating with relevant departments for resolution
  • Effectively prioritize and manage the workday to ensure availability to handle customer concerns, and fulfill day-to-day customer service responsibilities
  • Identify opportunities for improving team efficiency and reducing response time
  • Summarize case facts and decision summaries, providing post-resolution summaries to cross-functional collaborators and business partners

A bit about you:

  • Vocational/Technical Degree
  • 1-3 years' previous experience in a similar role
  • Strong interpersonal, written & oral communication skills
  • Outstanding service orientation
  • High attention to detail
  • Professional and personable demeanor
  • Ability to remain poised under pressure
  • Strong decision-making skills
  • Proficient in WMS and OMS 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