Casual Customer Experience Assistant (Contract)

As we approach our busiest and most exciting trading period, we are seeking enthusiastic and customer-focused Customer Experience Assistants to join Pandora's eCommerce team.

In this role, you will be the voice of Pandora, supporting customers across phone, live chat, email and social media. From providing product and styling advice to resolving enquiries and supporting online orders, you will play a key role in delivering the exceptional customer experience our customers know and love.

Working in a fast-paced, high-volume environment, you'll manage multiple customer interactions simultaneously while ensuring every conversation is handled with professionalism, accuracy and care. This is an exciting opportunity to join a globally recognised brand and help create memorable customer experiences during our most important trading season.

Contract Details

Casual employee contract4-month fixed-term contract | October 2026 – February 2027Availability required across weekdays, weekends, public holidays and key peak trading periods, including Black Friday and ChristmasBased in our North Sydney office, with work-from-home flexibility on weekends

Personal Competencies

Exceptional written and verbal communication skills, with confidence across phone, live chat, email and social media channelsSelf-motivated with the ability to proactively identify solutions and utilise internal resources to support customersStrong attention to detail, ensuring customer enquiries are handled accurately, professionally and efficientlyA customer-first mindset with a passion for creating memorable experiencesStrong problem-solving skills and the ability to think on your feetHighly organised with the ability to prioritise and manage competing demandsResilient and adaptable, with the ability to remain composed during busy periodsPositive, collaborative and eager to contribute to team success

Key Accountabilities

Deliver exceptional customer experiences across phone, live chat, email and social mediaRespond to customer enquiries in a timely, professional and engaging mannerProvide product information, styling advice and recommendations tailored to customer needsAssist customers with online orders, shipping enquiries, returns and general support requestsBuild customer loyalty through personalised interactions that reflect Pandora's brand valuesActively listen to customer needs and identify appropriate solutionsNavigate multiple systems and platforms simultaneously while maintaining accuracy and efficiencyManage customer interactions in a fast-paced, high-volume environmentConsistently achieve individual and team customer experience KPIsMaintain accurate customer records and documentationSupport continuous improvement initiatives and contribute positively to team culture

Experience & Qualifications

Previous experience in customer service, eCommerce, contact centre or retail environmentsExperience supporting customers via phone, live chat, email and/or social media channelsExperience within a premium retail, fashion, lifestyle or customer-facing environment is highly regardedFamiliarity with CRM and customer service platforms such as Salesforce, Zendesk or similar systems is advantageousStrong computer literacy and confidence navigating multiple digital platforms simultaneouslyExperience working towards service, sales or performance targets preferred

Why Pandora?

At Pandora, our people are at the heart of everything we do. We foster a collaborative and inclusive culture where individuals are empowered to grow, contribute and make an impact.

In Return For Your Passion And Dedication, We Offer

Generous employee discount on Pandora productsCompetitive hourly rateSupportive and collaborative team environmentValuable experience within a leading global retail and eCommerce businessOpportunity to be considered for ongoing opportunities beyond the contract periodNorth Sydney office locationWork-from-home flexibility on weekends

About Pandora

Pandora is the world's largest jewellery brand, specialising in the design, crafting and marketing of hand-finished jewellery made from high-quality materials. With a presence in more than 100 countries and thousands of points of sale worldwide, Pandora creates jewellery that empowers self-expression and celebrates life's meaningful moments.

At Pandora, we're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to succeed.