Customer Service & Order Management Specialist - (Basic Mandarin Required)

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

ABOUT THE ROLE

This is a Hybrid Role where we are looking for a Customer Service & Order Management Specialist who understands basic Mandarin (reading and writing)

You will be the customer's main point of contact across email, phone, website
chat, and WhatsApp, processing orders end to end and coordinating with the
client's operations and delivery teams to make sure every order arrives
correctly and on time. Alongside the service work, you will provide
administrative and virtual assistant support to the client's team.

The account has a pronounced busy season from December to February, when order
volumes rise significantly and extended or staggered shifts may apply.

WHAT YOU WILL DO

Customer service

• - 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

Order processing and fulfillment coordination

• - Process orders end to end with complete accuracy - recipient names, addresses, delivery dates, and gift messages have to be right the first time
• - 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

Administrative and Virtual Assistant Support

• - 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

WHAT WE ARE LOOKING FOR

Required

• -Understands basic Mandarin (reading and writing)
• -1+ years in customer service, customer support, or order management - ideally in e-commerce, retail, hospitality, logistics, or another environment where fulfillment deadlines are absolute
• - Excellent written and spoken English and basic Mandarin, and a clear, calm, professional phone manner
• - Genuine multi-channel fluency: comfortable moving between email, phone, live chat, and WhatsApp Business in the same hour
• - Working knowledge of an order management, e-commerce, or ticketing platform (Shopify, Zendesk, Freshdesk, HubSpot, Gorgias, or similar) and solid spreadsheet skills
• - Exceptional attention to detail on order data
• - Composure under pressure and sound judgment on when to solve and when to escalat
• - Reliable home internet (at least 25 Mbps) and a quiet, professional work environment for remote days
• - Available to work Singapore business hours, including Saturdays and rotational Sunday half-days, and to support extended hours during the December to February peak season

Strong advantage

• - Working proficiency in Mandarin Chinese, reading and writing especially, for order processing and customer conversations
• - Prior experience in a BPO, shared services, or outsourced client-account setting
• - Familiarity with Singapore consumer expectations, or with PDPA and data privacy practice
• - Experience with same-day or time-critical delivery operations

WHY JOIN MYSIGRID

• Daytime schedule aligned to Singapore time - same time zone as Manila, no graveyard shift.
• HMO coverage
• Paid Time Offs
• Hybrid setup from our Ortigas hub
• Structured training, an engaged management layer
• Long-term client engagement with room to grow as the account expands