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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
Requirements
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
Benefits
WHY JOIN MYSIGRID
