# Customer Service & Order Management Specialist - Remote/Hybrid Role (Dayshift)

> MySigrid · Manila, Philippines (Hybrid) · Full-time · Posted 2026-08-18

**Workplace:** hybrid

**Department:** Customer Success

## Description

![What Is Customer Service? Definition and Best Practices – Forbes Advisor](https://thumbor.forbes.com/thumbor/fit-in/900x510/https://www.forbes.com/advisor/wp-content/uploads/2023/06/customerservice.jpg)

**ABOUT THE ROLE**

We are looking for a Customer Service & Order Management Specialist 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**

\- 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**

-   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

## Apply

[Apply at MySigrid](https://apply.workable.com/mysigrid/j/01AFCBB318/apply)

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