Customer Service Intern

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 Service 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