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