Customer Experience Intern

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 Intern

Location: Manila

About the role:

The person in this role will support our Customer Experience team in delivering exceptional service by assisting with customer inquiries, order management, warranty support, and cross-functional coordination. This internship provides hands-on experience in customer service, operations, and business communication, offering a valuable opportunity to develop practical skills while working in a collaborative, fast-paced environment.

Job Responsibilities:

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

Job Qualifications:

• Excellent verbal and written English communication skills with a strong customer-centric mindset
• Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word
• Currently pursuing or recently completed a Bachelor's degree in Communication, Marketing, Business Administration, or a related field is preferred
• Previous experience in customer service, customer support, 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

Skills & Competencies:

• Excellent verbal and written English communication skills
• Strong customer service orientation with a positive and professional attitude
• Exceptional problem-solving and conflict resolution skills
• Strong organizational skills with excellent 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

Success Factors:

• Delivers outstanding customer experiences through timely, accurate, and professional support
• Maintains high accuracy in processing orders, RMAs, invoices, and customer records
• Consistently meets response time and service level agreement (SLA) targets
• Demonstrates initiative by proactively communicating order updates and resolving customer concerns
• Builds strong working relationships with customers and internal stakeholders
• Adapts quickly to changing priorities while maintaining productivity and attention to detail
• Takes ownership of tasks and follows through to completion with minimal supervision