Customer Experience Specialist — Hybrid

Pioneer Square Brands; Pasig; Hybrid; PHP 260,000 - 420,000; Full time

Job summary

Pioneer Square Brands in the Philippines is seeking a proactive Customer Experience Coordinator based in Pasig. You will be the frontline contact across phone, email, and other channels, delivering timely, high-quality support to customers and partners while upholding our service standards.

You will handle inquiries, manage orders and RMAs, document interactions, and collaborate with Sales, Operations, and other teams to ensure a seamless customer journey.

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.

Responsibilities

• Manage incoming customer inquiries through phone, email, and other channels, ensuring timely and professional responses.
• Identify, assess, and understand customer needs to provide appropriate solutions and a positive experience.
• Handle complaints and concerns with solutions within SLAs and follow up for resolution.
• Escalate complex issues to internal teams and coordinate follow-up through resolution.
• Provide accurate information using appropriate systems, tools, and resources.
• Document customer feedback and share insights with internal stakeholders.
• Maintain records of interactions, accounts, and transactions.
• Create, review, and release purchase orders and sample orders per processes.
• Process RMAs and ensure timely completion of related transactions.
• Coordinate warranty inquiries and support timely resolution with relevant teams.
• Collaborate with Sales, Operations, and other departments to meet customer needs.
• Take ownership of tasks and support additional responsibilities as assigned.

Skills

Excellent written and verbal English

Customer service orientation

Phone handling

Problem solving

Multitasking

Attention to detail

Cross-functional collaboration

Education

Bachelor's degree in Communications, Journalism, Marketing, Business Operations, or related field

Tools

CRM systems

Order management systems

Excel

Word

Outlook

Job description

Pioneer Square Brands in the Philippines is seeking a proactive Customer Experience Coordinator based in Pasig. You will be the frontline contact across phone, email, and other channels, delivering timely, high-quality support to customers and partners while upholding our service standards.

You will handle inquiries, manage orders and RMAs, document interactions, and collaborate with Sales, Operations, and other teams to ensure a seamless customer journey.