Customer Experience Intern

Pioneer Square Brands Philippines; Pasig; Hybrid; PHP 279,000 - 446,000; Full time

Job summary

Pioneer Square Brands Philippines is seeking a customer service focused professional in Pasig. The role requires handling inquiries via phone and email, managing RMAs, and coordinating with internal teams to resolve issues swiftly.

You will maintain records, provide order updates, and support warranty questions while meeting SLAs. A degree in Communications/Marketing/Business Admin is preferred, with night shift eligibility in a hybrid setup.

Qualifications

• Bachelor's degree preferred in Communications, Marketing, Business Admin, or related field.
• Customer service or support experience is advantageous but not required.
• Strong written and spoken English with a customer-centric mindset.

Responsibilities

• Serve as a point of contact for customers via phone, email and other channels, delivering exceptional service.
• Manage inquiries by identifying needs, providing accurate information, and ensuring timely resolution.
• Handle complaints professionally, offering solutions and escalating complex issues as needed.
• Maintain accurate records of customer interactions, accounts, and related documentation.
• Process RMAs, inspect invoices, and ensure timely transaction completion.
• Communicate order updates, delivery dates, and shipment tracking to customers and partners.
• Support warranty inquiries and coordinate with internal teams for resolution.
• Assist in weekly open order reviews and communicate updates to stakeholders.
• Collect customer feedback to improve processes, products, and overall experience.
• Utilize company systems and tools to manage requests while meeting SLAs.
• Collaborate with cross-functional teams to ensure seamless support.
• Perform other duties and special projects as assigned.

Skills

Verbal English

Written English

Customer-centric mindset

Problem-solving

Organizational skills

Time management

Interpersonal skills

Team collaboration

Education

Bachelor's degree in Communications/Marketing/Business Admin

Tools

Excel

Outlook

Word

Job description

Your Role

Here’s what you will be doing:

• Serve as a point of contact for customers via phone, email, and other channels, delivering exceptional customer service
• Manage customer inquiries by identifying needs, providing accurate information, and ensuring timely resolution
• Handle customer complaints professionally, offering solutions and escalating complex issues as needed
• Maintain accurate records of customer interactions, account updates, and related documentation
• Process Return Merchandise Authorization (RMA) requests, conduct invoice inspections, and ensure timely transaction completion
• Communicate order updates, estimated delivery dates, and shipment tracking information to customers and partners
• Support warranty-related inquiries and coordinate with internal teams for prompt resolution
• Assist in weekly open order reviews, identify order issues, and communicate updates with stakeholders and partners
• Collect customer feedback to improve processes, products, and overall experience
• Utilize company systems and tools to manage customer requests efficiently while meeting service level agreements (SLAs)
• Collaborate with cross-functional teams to ensure seamless customer support
• Perform other duties and special projects as assigned

About You

The company is looking for:

• Excellent verbal and written English communication skills with a strong customer-centric mindset
• Proficiency in Microsoft Office applications, especially Excel, Outlook, and Word
• Currently pursuing or recently completed a Bachelor's degree in Communication, Marketing, Business Administration, or related field preferred
• Previous experience in customer service, support, or sales support is an advantage but not required
• Willingness and ability to work a fixed night shift under a hybrid work arrangement at Silver City, Pasig
• Strong problem-solving and conflict resolution skills
• Excellent organizational skills with attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Effective time management and follow-through
• Strong interpersonal skills and ability to collaborate across teams
• Ability to work independently while maintaining high-quality service standards

Compensation & Benefits

• Competitive salaries
• Profit sharing