Customer Experience Coordinator

2 weeks ago


Pasig, National Capital Region, Philippines PSB Technology Services Inc. Full time

Welcome to Pioneer Square Brands

We are a dynamic and innovative company at the forefront of the consumer goods industry. As a company dedicated to delivering high-quality products, we pride ourselves on our commitment to excellence, creativity, and customer satisfaction. With a diverse portfolio of brands (Brenthaven, Gumdrop, and VAULT), we strive to enhance people's lives by providing innovative and reliable solutions for their everyday needs. Our team is composed of passionate individuals driven by a shared vision to shape the future of our industry.

If you seek a challenging and rewarding career in a fast-paced environment where your ideas are valued, join us at Pioneer Square Brands and become part of our exciting journey to revolutionize the market.

Our Mission:

To become the leading global provider of rugged technology accessories for classroom and enterprise environments.

Our Core Values:
  1. Bring Passion Everyday
  2. Be Genuine and Respectful
  3. Execute with Excellence

Pioneer Square Brands has a global footprint with office locations in Greensboro NC, Manila Philippines, and Shenzhen China.

We are actively looking for highly motivated and energetic professionals with a positive attitude who desire to be part of our growing team. Competitive salaries and benefits, including profit sharing, await the successful candidate

Customer Experience CoordinatorJob Responsibilities:

The primary role of a Customer Experience Coordinator is to address customer issues and resolve them in a timely and efficient manner. You are expected to interact with customers on a variety of channels such as phone, email, and social media, and ensure that all valid customer concerns are being dealt with immediately. Job level progresses based on skill set and competencies displayed as well as actual execution of job functions, including, but not limited to:

  1. Manage incoming phone calls, email, social media and take the extra mile to engage customers
  2. Identify and assess customers' needs to achieve satisfaction
  3. Escalate unresolved issues to the appropriate internal teams
  4. Collect prompt and accurate feedback from customers
  5. Provide accurate, valid, and complete information by using the right methods/tools
  6. Handle customer complaints, provide appropriate solutions and alternatives within determined SLA; follow up to ensure resolution
  7. Keep records of customer interactions, process customer accounts and file documents
  8. Purchase Order and Sample Order creation, review, release
  9. Work on RMA requests, Invoice inspection, timely processing
  10. Provide ETAs and tracking numbers proactively
  11. Front line support for all warranty issues
  12. Weekly open order review and inspection, communication to partners
  13. Other tasks and projects assigned by manager
Job Requirements:
  1. Experience with Operations, Sales Support, and/or Customer Support related functions
  2. Strong phone contact handling and active listening skills
  3. Familiarity with CRM systems and practices
  4. Customer orientation and ability to adapt/respond to different types of characters
  5. Logical, highly accurate, analytical & critical thinking skills
  6. Eager to learn cross-functional tasks
  7. Excellent written and verbal English communication skills
  8. Ability to maintain the confidentiality of sensitive information
  9. Ability to work independently and as part of a team
  10. Willingness to adapt to changing business needs
  11. Ability to work under pressure and meet SLAs
  12. Willing to work on night shift and hybrid work model at Silver City, Pasig
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