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

Employment type
Full-Time

Work arrangement
No