Bilingual Retail Support Specialist (Mandarin–Hokkien)

Philip Morris International; Philippines; Hybrid; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Hybrid work arrangement

Career development opportunities

Competitive rewards

Job summary

Philip Morris International is seeking a Customer Support Executive to be the primary liaison for Singapore retailers, delivering courteous support across orders, payments, and digital platforms. You will engage retailers, onboard new users, and coordinate with cross-functional teams to ensure a seamless shopping experience.

The role requires a Bachelor’s degree and 2+ years in customer-facing roles, with fluency in English and Mandarin, plus business-level Hokkien and Simplified Chinese as

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or related field.
• 2+ years in Customer Service, Contact Center Operations, Sales Support, Retail Support, or similar.
• Experience supporting customers via phone, email, and digital channels.
• Familiarity with B2B customers, retailers, distributors, or trade partners is a plus.
• CRM/ticketing platforms experience is advantageous.

Responsibilities

• Serve as the primary contact for Singapore retailers, handling inquiries related to orders, deliveries, payments, and product information.
• Resolve customer concerns while meeting service standards and escalation requirements.
• Maintain accurate records, case documentation, and follow-up activities.
• Conduct outbound retailer engagement, onboarding, promotions, retention initiatives, and customer education.
• Support retailers with registration, onboarding, and digital platform navigation.
• Collaborate with Commercial, Field Force, Logistics, Digital, and Customer Service teams to ensure seamless retailer experience.
• Identify opportunities to improve customer experience, service quality, and operational efficiency.

Skills

Customer service

Communication skills

Multilingual English/Mandarin

Cross-functional collaboration

Education

Bachelor's degree in business/marketing/communications

Tools

CRM systems

Ticketing platforms

Job description

Philip Morris International is seeking a Customer Support Executive to be the primary liaison for Singapore retailers, delivering courteous support across orders, payments, and digital platforms. You will engage retailers, onboard new users, and coordinate with cross-functional teams to ensure a seamless shopping experience.

The role requires a Bachelor’s degree and 2+ years in customer-facing roles, with fluency in English and Mandarin, plus business-level Hokkien and Simplified Chinese as