Customer Service & Order Management Specialist
HybridManila, Metro Manila, Philippines
Job Summary
Handle inbound and outbound customer conversations across email, phone, website chat, and WhatsApp with consistent tone and fast, accurate answers. Process orders end to end with complete accuracy and coordinate with operations, warehouse, and delivery partners to confirm fulfillment and resolve exceptions. Follow through on deliveries, delivery exceptions, returns, refunds, and complaints, including time-sensitive same-day delivery requests. Provide day-to-day administrative support to the client's team, including reporting, data maintenance, scheduling, and ad hoc coordination. Maintain clean, accurate records in the client's order management and CRM systems. Available to work Singapore business hours, including Saturdays and rotational Sunday half-days, with extended hours during the December to February peak season.
Required Qualifications
- 1+ years in customer service, customer support, or order management
- Excellent written and spoken English
- basic Mandarin
- 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)
- solid spreadsheet skills
- Exceptional attention to detail on order data
- Composure under pressure
- sound judgment on when to solve and when to escalate
- Reliable home internet (at least 25 Mbps)
- a quiet, professional work environment for remote days
- Available to work Singapore business hours, including Saturdays and rotational Sunday half-days
- support extended hours during the December to February peak season
Desired Qualifications
- 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
- Familiarity with PDPA and data privacy practice
- Experience with same-day or time-critical delivery operations
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