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Customer Experience Rep - Ecom

Company: Pandora
Location: Columbia
Posted on: May 27, 2023

Job Description:

Do you enjoy providing world class customer experience? Do you have a proven track record of solving complex service problems? 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 - eCommerce team today!
In this position, the Customer Experience Representative - eCommerce will provide thorough investigations and de-escalation to effectively triage and resolve high impact issues. The representative will be responsible for seeing escalations through from start to finish, with the goal of driving resolution for both internal and external inquires.
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 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 Centre 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.
      A bit about you:
      • 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 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 Jewellery 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, flavoured 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 and even your birthday!

Keywords: Pandora, Columbia , Customer Experience Rep - Ecom, Other , Columbia, South Carolina

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