Customer Experience Coordinator

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Profit sharing

Job summary

Pioneer Square Brands is seeking a Customer Experience Coordinator for our Manila and Pasig operations. The role focuses on delivering timely, high-quality support across channels and acting as the main point of contact for customers and partners.

You will work in a hybrid setting with cross-functional teams, manage inquiries, process orders and RMAs, and ensure customer satisfaction through proactive communication and issue resolution.

Qualifications

• Bachelor's degree in Communications, Journalism, Marketing, Business Operations, or a related field.
• Experience handling customer inquiries and resolving issues via phone and email is preferred.
• Familiarity with CRM systems, order management systems, or similar tools is preferred.
• Experience processing purchase orders, RMAs, invoices, or open orders is an advantage.

Responsibilities

• Manage incoming customer inquiries through phone, email, and other channels, ensuring timely, professional responses.
• Identify and understand customer needs to provide appropriate solutions and a positive experience.
• Handle complaints with solutions or alternatives within SLAs and follow up for resolution.
• Escalate complex issues to internal teams and coordinate follow-up through resolution.
• Provide accurate information using systems and resources.
• Document customer feedback and share insights with stakeholders.
• Maintain records of interactions, accounts, and transactions.

Skills

Customer service

English communication

Phone handling

Active listening

Problem solving

Multitasking

Detail orientation

Cross-functional collaboration

Confidentiality

Education

Bachelor's degree

Tools

CRM systems

Order management

Excel

Word

Outlook

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