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Pandora Logo Pandora · Customer Service

Representative, Customer Experience

Germany, Hamburg Employment contract 2750.00 EUR / Month · Job Posted January 25, 2026
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Job Description

The representative working on the B2C function is responsible for delivering exceptional customer service to retail customers, ensuring a positive experience across all communication channels, including phone, email, and other platforms. This role focuses on resolving customer enquiries efficiently, maintaining service quality, and ensuring high satisfaction through effective communication and problem-solving. The representative will also contribute to process optimisation, providing feedback and supporting continuous improvement initiatives that align with business goals.

Job Responsibility

  • Deliver exceptional customer service to retail customers
  • Resolve customer enquiries efficiently
  • Handle eCommerce-related escalations with third-party contact center
  • Support eCommerce warehouse returns by identifying missing returns and communicating with customers
  • Handle communications via email and calls
  • Support communications with Distribution Centre functions
  • Work independently while having a strong team ethos

Requirements

  • Experience in a customer-facing role
  • High Motivation and Engagement
  • Native level XXXX Speaker and fluent verbal and written skills in English
  • Strong written and verbal communication skills
  • Resilience against stress and great teamworking skills
  • Reliability and a strong Can-Do-Attitude
  • Basic knowledge of MS Office 365
  • Working knowledge of CRM systems like SFSC, and an ERP system is desirable

What we offer

  • Employee discounts on Pandora products
  • Free breakfast and lunch and free drinks
  • Free monthly massage
  • Cooperation with corporate benefits and free access to a benefits portal for discounted tickets
  • Company subsidized public transport ticket
  • Company pension scheme with attractive employer contribution and insurance package
  • Flexible working time with opportunities for mobile working and Mobile Working Kit Allowance
  • Special leave on birthday
  • Company events in summer and at Christmas
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