Customer Service Specialist
WE ARE HIRING – FULL-TIME REMOTE CUSTOMER SERVICE / ORDER MANAGEMENT SPECIALIST
Location: Remote, PhilippinesCompany: Sugary Escape
Work Arrangement: Permanent Work-From-Home
Employment Type: Full-Time
Please ensure you have an active WhatsApp number, as shortlisted candidates will be contacted via WhatsApp for the next step.
Sugary Escape is a premium Singapore-based brand known for quality, fast response, accurate orders, and strong customer service standards.
This is not just a basic customer service role.
This role is a mix of:
Customer Service + Order Management + Sales Support + Delivery Coordination
We are looking for someone who can reply fast, process orders accurately, upsell customers when suitable, coordinate Lalamove deliveries, track orders, and ensure every customer receives a smooth experience.
The ideal candidate must be fast, sharp, responsible, sales-minded, and very detail-oriented.
Role: Order Management Specialist / Customer Service
Main Responsibilities
Customer Service & Order Handling- Monitor and reply to customer messages via Telegram
- Respond to customers within 1 minute whenever possible
- Take customer orders accurately
- Confirm name, contact number, delivery address, unit number, quantity, timing, and delivery instructions
- Answer customer questions clearly and professionally
- Handle customer concerns calmly and efficiently
- Maintain a professional and friendly tone at all times
- This role also requires a sales mindset
- Recommend suitable products or promotions to customers
- Upsell additional tanks or bundles when appropriate
- Inform customers about current offers
- Encourage repeat orders through good service and clear communication
- Help increase order value while still being professional and not pushy
Strong performers who can both manage orders well and increase sales will be prioritised.
Order Processing- Input order details correctly into the system
- Make sure there are no mistakes in address, quantity, timing, or payment
- Follow SOPs strictly
- Coordinate with the team to ensure orders are fulfilled smoothly
- Update order status accurately
- Book and coordinate Lalamove deliveries
- Check delivery amount and delivery timing
- Stay in contact with drivers when needed
- Track Lalamove orders until completion
- Update customers on delivery status
- Follow up with drivers if there are delays or issues
- Ensure orders are not delayed due to poor coordination
- Verify customer payments
- Check banking QR payments carefully
- Update payment status accurately
- Ensure there are no missed, wrong, or unverified payments
Work Schedule
Full-time, 5 days per week.
Shift-based schedule depending on operational needs:
- 7:00 AM – 3:00 PM
- 3:00 PM – 11:00 PM
- 11:00 PM – 7:00 AM
Average order volume is around 1–2 orders per hour, but response speed is still very important because customers expect fast replies.
This job may look simple, but it requires strong focus. Small mistakes can affect delivery, payment, sales, and customer experience.
Minimum Requirements
Please apply only if you meet these requirements:
- Minimum 3 years customer service or order management experience
- Sales experience is strongly preferred
- Experience handling online orders, customer chats, or e-commerce sales
- Comfortable using Telegram and digital tools
- Comfortable coordinating with Lalamove drivers or similar delivery platforms
- Able to reply fast and stay alert during working hours
- Strong attention to detail
- Good written English
- Reliable internet connection
- Quiet working environment
- Own laptop or desktop
- Able to work independently without constant supervision
- Bachelor’s Degree preferred
We Are NOT Looking For Candidates Who:
- Reply slowly or disappear during shift
- Need to be chased repeatedly
- Make careless mistakes with orders, payments, or delivery details
- Cannot follow SOPs
- Are not comfortable upselling or recommending products
- Are not sales-minded
- Get confused easily under simple pressure
- Are not comfortable contacting drivers or tracking deliveries
- Cannot commit long-term
- Treat remote work casually
- Replies fast
- Sales-minded and proactive
- Knows how to upsell naturally
- Checks details carefully
- Takes ownership
- Follows instructions properly
- Calm when handling customers and drivers
- Honest and accountable
- Good memory and organisation
- Able to work with minimal supervision
- Understands that customer service speed directly affects sales
- Competitive salary
- Performance-based bonuses
- Sales incentives when targets are achieved
- Permanent work-from-home setup
- Structured SOPs and training
- Long-term stable role
- Growth opportunity for strong performers
How To Apply
Send your resume and a short introduction to:
- sug•••••••••••••••••@gmail.com
Use this email subject:
Application – Order Management Specialist
In your message, please answer the following:
- How many years of customer service or order management experience do you have?
- Do you have sales or upselling experience?
- Have you handled online orders before?
- Are you comfortable replying to customers within 1 minute during shift?
- Are you comfortable coordinating with Lalamove drivers or similar delivery platforms?
- Are you comfortable tracking deliveries until completed?
- Which shift are you applying for?
- Why do you think you are suitable for this role?
Please ensure you have an active WhatsApp number, as shortlisted candidates will be contacted via WhatsApp for the next step.
Only shortlisted candidates will be contacted.