Customer Service 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 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