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

- 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 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

- 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

-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