Customer Experience Specialist (Night Shift, Hybrid)

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

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.