Customer Experience Coordinator

psbhq; Pasig; Hybrid; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Profit sharing

Competitive salaries and benefits

Job summary

Pioneer Square Brands is seeking a highly motivated Customer Experience Coordinator in Pasig to deliver timely, high-quality support to customers and partners across phone, email, and other channels.

You will identify customer needs, resolve inquiries, and coordinate with internal teams to ensure a positive experience, while maintaining records and processing orders and RMAs. A bachelor’s degree and night-shift readiness are preferred.

Qualifications

• Bachelor’s degree in Communications, Journalism, Marketing, Business Operations or related field.
• Experience handling customer inquiries via phone and email preferred.
• Familiarity with CRM, order management, or similar business tools preferred.
• Experience processing purchase orders, RMAs, invoices or open orders is an advantage.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Willingness to work night shift and in a hybrid setup.

Responsibilities

• Manage customer inquiries via phone, email, and other channels with timely, professional responses.
• Identify customer needs and provide appropriate solutions to ensure a positive experience.
• Handle complaints and resolve issues within established SLAs and follow up.
• Escalate complex issues and coordinate follow-up across teams.
• Provide accurate information using relevant systems and tools.
• Document customer feedback and share insights with internal stakeholders.
• Maintain records of interactions, orders, and supporting documents.
• Create and release purchase orders and sample orders per processes.
• Process RMAs and verify invoices for timely completion.
• Assist with warranty-related inquiries and coordinate timely resolutions.
• Collaborate with Sales, Operations, and other departments to support customer needs.
• Take ownership of assigned tasks and support additional responsibilities as needed.

Skills

CRM systems

Customer service

English communication

Microsoft Office

Night shift

Education

Bachelor’s degree in Communications, Journalism, Marketing, Business Operations

Tools

CRM software

Excel

Order management systems

Job description

Welcome to Pioneer Square Brands, a dynamic and innovative company at the forefront of the consumer goods industry. Committed to delivering high-quality products, we take pride in our dedication to excellence, creativity, and customer satisfaction. With a diverse portfolio featuring renowned brands (Brenthaven, Gumdrop, and VAULT), our mobile technology accessories ensure our customers achieve successful technology deployments. Our team comprises passionate individuals united by a shared vision to shape the future of our industry. If you are seeking a challenging and rewarding position in a fast-paced environment where your ideas are highly valued, join us at Pioneer Square Brands and become an integral part of our exciting journey.

Our Core Purpose: We ensure mobile technology works so that people can focus on what matters.

Our Core Values:

• Genuine and Respectful
• Pride in Everything We Do
• Excellence through Innovation
• Obsessed with Customer Success

Pioneer Square Brands has a global footprint with office locations in High Point, North Carolina, and Manila, Philippines.

We are actively looking for a highly motivated and energetic professional with a positive attitude who desires to be part of our growing team.

Competitive salaries and benefits, including profit sharing,await the successful candidate.

Title: Customer Experience Coordinator

Location: Silver City, Pasig

About the Role:

The Customer Experience Coordinator is responsible for delivering timely, efficient, and high-quality support to customers and business partners. This role serves as a key point of contact for customer inquiries and concerns across multiple channels, including phone, email, and other communication platforms.

Job Responsibilities:

• Manage incoming customer inquiries through phone, email, and other communication channels, ensuring timely and professional responses
• Identify, assess, and understand customer needs to provide appropriate solutions and ensure a positive customer experience
• Handle customer complaints and concerns by providing appropriate solutions or alternatives within established service level agreements (SLAs) and following up to ensure resolution
• Escalate complex or unresolved issues to the appropriate internal teams and coordinate follow-up through resolution
• Provide accurate, valid, and complete information by utilizing appropriate systems, tools, and resources
• Collect and document timely and accurate customer feedback and communicate relevant insights to internal stakeholders
• Maintain accurate records of customer interactions, accounts, transactions, and supporting documentation
• Create, review, and release purchase orders and sample orders in accordance with established processes
• Process RMA requests, inspect invoices, and ensure timely completion of related transactions.
• Serve as the frontline point of contact for warranty-related inquiries and coordinate with the appropriate teams to support timely resolution
• Collaborate effectively with Sales, Operations, and other internal departments to resolve issues and support customer and business needs
• Take ownership of assigned tasks and projects and provide support for additional responsibilities as assigned by the manager

Job Qualifications:

• Bachelor’s degree in Communications, Journalism, Marketing, Business Operations, or a related field
• Experience handling customer inquiries and resolving issues through phone and email communication is preferred
• Familiarity with CRM systems, order management systems, or similar business tools is preferred
• Experience processing purchase orders, sample orders, RMAs, warranty requests, invoices, or open orders is an advantage
• Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook
• Willingness and ability to work on a night shift and in a hybrid work arrangement

Skills & Competencies:

• Excellent written and verbal English communication skills
• Strong customer service orientation with the ability to communicate effectively with different types of customers and stakeholders
• Strong phone handling and active listening skills
• Strong problem-solving, analytical, critical thinking, and decision-making abilities
• Ability to multitask, prioritize competing responsibilities, and manage time effectively
• Strong attention to detail and ability to maintain accuracy while handling multiple transactions and requests
• Ability to work effectively both independently and as part of a cross-functional team
• Ability to collaborate and communicate effectively with different departments and stakeholders
• Strong organizational and follow-through skills
• Ability to maintain confidentiality when handling sensitive customer and business information
• Willingness to learn and take on cross-functional responsibilities
• Adaptability and flexibility in response to changing business needs and priorities

Success Factors:

• Consistently provides timely, accurate, and professional responses to customer and partner inquiries
• Resolves customer concerns effectively while meeting established SLAs and quality expectations
• Demonstrates strong ownership and follows issues through to resolution
• Maintains accurate records and ensures orders, RMAs, invoices, and other transactions are processed correctly and on time
• Proactively communicates order updates, potential issues, delays, and resolutions to customers and internal stakeholders
• Builds positive working relationships with customers, partners, and cross-functional teams
• Demonstrates punctuality, reliability, consistent attendance, and a strong work ethic
• Remains organized, detail-oriented, and effective when managing multiple priorities in a fast-paced environment
• Demonstrates a willingness to learn, adapt, and take on additional responsibilities as business needs evolve