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

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) to support an established Singapore retail and gifting brand - a business where a late delivery is not a support ticket, it is a missed birthday, a missed funeral, a missed anniversary. Precision and warmth both matter. 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 escalate - 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