Bilingual Customer Service & Order Fulfillment Specialist

MySigrid; Manila; Hybrid; PHP 446,000 - 714,000; Full time

Benefits offered by this job

HMO coverage

Paid Time Offs

Hybrid setup from Ortigas hub

Structured training

Job summary

MySigrid in Manila is seeking a Customer Service & Order Management Specialist for a hybrid role. You will be the main contact across email, phone, chat, and WhatsApp, processing orders end-to-end and coordinating with operations to ensure on-time delivery.

The role requires Mandarin reading/writing, 1+ year in related roles, and strong English. Expect multi-channel support, order management, and occasional extended hours during December–February, with a Singapore-aligned schedule.

Qualifications

• Mandarin reading and writing is required.
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Responsibilities

• Handle inbound and outbound customer conversations across email, phone, website chat, and WhatsApp with consistent tone and fast, accurate answers
• Respond within the agreed service levels and keep customers informed until their issue is genuinely closed
• Follow through on deliveries, delivery exceptions, returns, refunds, and complaints
• Handle time-sensitive and same-day delivery requests with the urgency they deserve
• Process orders end to end with complete accuracy - recipient names, addresses, delivery dates, and gift messages
• Coordinate with the client's operations, warehouse, and delivery partners to confirm fulfillment and resolve exceptions
• Track open orders and proactively flag anything at risk of missing its delivery window
• Maintain clean, accurate records in the client's order management and CRM systems
• Provide day-to-day administrative support to the client's team - reporting, data maintenance, scheduling, and ad hoc coordination
• Prepare simple service and order reports on a regular cadence
• Follow and help refine the account's documented processes, templates, and escalation paths
• Support outbound customer engagement and telemarketing campaigns in a later phase of the account

Skills

Mandarin reading & writing

Customer service

Order management

Multichannel fluency

Spreadsheet skills

Attention to detail

Remote work readiness

Singapore hours availability

Tools

Shopify

Zendesk

Freshdesk

HubSpot

Gorgias

Job description

MySigrid in Manila is seeking a Customer Service & Order Management Specialist for a hybrid role. You will be the main contact across email, phone, chat, and WhatsApp, processing orders end-to-end and coordinating with operations to ensure on-time delivery.

The role requires Mandarin reading/writing, 1+ year in related roles, and strong English. Expect multi-channel support, order management, and occasional extended hours during December–February, with a Singapore-aligned schedule.