Customer Experience Specialist - Night Shift

Pioneer Square Brands Inc.; Pasig; Hybrid; PHP 360,000 - 600,000; Full time

Job summary

Pioneer Square Brands Inc. is seeking a Customer Experience Coordinator in Pasig to deliver timely and high-quality support across phone, email, and other channels. You will be the main contact for inquiries, resolve issues within SLAs, and coordinate with internal teams to ensure customer satisfaction.

The role requires handling orders, RMAs, warranties, and maintaining accurate records. A night shift and hybrid work setup are part of the coordination, with opportunities to collaborate with

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 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.

Skills

English communication

Customer service

Phone handling

Problem solving

Multitasking

Attention to detail

Cross-functional collaboration

Organizational skills

Confidentiality

Willingness to learn

Adaptability

Education

Bachelor's degree in Communications/Journalism/Marketing/Business Operations

Tools

CRM systems

Order management systems

Microsoft Office (Excel/Word/Outlook)

Job description

Pioneer Square Brands Inc. is seeking a Customer Experience Coordinator in Pasig to deliver timely and high-quality support across phone, email, and other channels. You will be the main contact for inquiries, resolve issues within SLAs, and coordinate with internal teams to ensure customer satisfaction.

The role requires handling orders, RMAs, warranties, and maintaining accurate records. A night shift and hybrid work setup are part of the coordination, with opportunities to collaborate with