Casual Customer Experience Assistant (Contract)

Company description:

PANDORA designs, manufactures and markets hand-finished and contemporary jewellery made from high-quality materials at affordable prices.

Job description:

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 contract
• 4-month fixed-term contract | October 2026 - February 2027
• Availability required across weekdays, weekends, public holidays and key peak trading periods, including Black Friday and Christmas
• Based 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 channels
• Self-motivated with the ability to proactively identify solutions and utilise internal resources to support customers
• Strong attention to detail, ensuring customer enquiries are handled accurately, professionally and efficiently
• A customer-first mindset with a passion for creating memorable experiences
• Strong problem-solving skills and the ability to think on your feet
• Highly organised with the ability to prioritise and manage competing demands
• Resilient and adaptable, with the ability to remain composed during busy periods
• Positive, collaborative and eager to contribute to team success

Key Accountabilities

• Deliver exceptional customer experiences across phone, live chat, email and social media
• Respond to customer enquiries in a timely, professional and engaging manner
• Provide product information, styling advice and recommendations tailored to customer needs
• Assist customers with online orders, shipping enquiries, returns and general support requests
• Build customer loyalty through personalised interactions that reflect Pandora's brand values
• Actively listen to customer needs and identify appropriate solutions
• Navigate multiple systems and platforms simultaneously while maintaining accuracy and efficiency
• Manage customer interactions in a fast-paced, high-volume environment
• Consistently achieve individual and team customer experience KPIs
• Maintain accurate customer records and documentation
• Support continuous improvement initiatives and contribute positively to team culture

Experience & Qualifications

• Previous experience in customer service, eCommerce, contact centre or retail environments
• Experience supporting customers via phone, live chat, email and/or social media channels
• Experience within a premium retail, fashion, lifestyle or customer-facing environment is highly regarded
• Familiarity with CRM and customer service platforms such as Salesforce, Zendesk or similar systems is advantageous
• Strong computer literacy and confidence navigating multiple digital platforms simultaneously
• Experience 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 products
• Competitive hourly rate
• Supportive and collaborative team environment
• Valuable experience within a leading global retail and eCommerce business
• Opportunity to be considered for ongoing opportunities beyond the contract period
• North Sydney office location
• Work-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.