Customer Service Representative (E-Commerce) - DO - 032426 - FTCSR

Rippedboxstation; Metro Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

Rippedboxstation is seeking a Customer Service Representative for E‑Commerce to manage orders, returns, and inquiries in a fast-paced environment. This full-time role offers a 40‑hour week with an EST schedule and requires strong English communication and technical aptitude.

You will handle live chat, email, and phone support, work with logistics on shipments, and use helpdesk tools such as Zendesk or Freshdesk. Experience with Shopify and automotive products is a plus.

Qualifications

• Exceptional written and spoken English with neutral or North American accent preferred for phone support.
• Strong technical aptitude and ability to quickly learn automotive lighting product lines and fitment logic.
• Detail-oriented with strong problem-solving and critical thinking skills.
• Calm, professional, and empathetic communication style under pressure.
• Experience in e-commerce customer service (order management, returns, exchanges).
• Proficiency with helpdesk/ticketing tools (e.g., Zendesk, Gorgias, Freshdesk, or similar).
• Familiarity with Shopify or other e-commerce platforms is an asset.
• Background in automotive parts, electronics, or technical consumer products.

Responsibilities

• Assist with LED/HID installation and setup.
• Troubleshoot faulty/underperforming products.
• Recommend needed accessories (decoders, resistors, harnesses).
• Handle warranty claims and replacements.
• Resolve lost/stolen package issues.
• Coordinate with warehouse/logistics for re-ships.
• Approve/decline return or exchange requests.
• Issue RMAs and guide return process.
• Process exchanges and reduce unnecessary returns.
• Upsell/cross-sell accessories.
• Explain specs, compatibility, and installation.
• Review and verify flagged orders.
• Escalate confirmed fraud cases.
• Report catalog/fitment errors and product issues.
• Suggest service improvements.

Skills

Exceptional written and spoken English

Technical aptitude

E-commerce experience

Customer service experience

Helpdesk tools expertise

Shopify familiarity

Order management

Fraud awareness

Independent work

Tools

Zendesk

Gorgias

Freshdesk

Job description

Customer Service Representative (E-Commerce) - DO - 032426 - FTCSR

Job Openings Customer Service Representative (E-Commerce) - DO - 032426 - FTCSR

About the job Customer Service Representative (E-Commerce) - DO - 032426 - FTCSR

Position: Customer Service Representative

Number of hours: 40 hours per week
Schedule: EST

Key Responsibilities

Technical Support & Troubleshooting

• Assist with LED/HID installation and setup
• Troubleshoot faulty/underperforming products
• Recommend needed accessories (decoders, resistors, harnesses)
• Handle warranty claims and replacements
• Resolve lost/stolen package issues
• Coordinate with warehouse/logistics for re-ships

Returns & Exchanges

• Approve/decline return or exchange requests
• Issue RMAs and guide return process
• Process exchanges and reduce unnecessary returns
• Help customers choose correct products for vehicles
• Recommend options based on needs and budget
• Upsell/cross-sell accessories
• Explain specs, compatibility, and installation
• Review and verify flagged orders
• Escalate confirmed fraud cases

Reporting & Process Improvement

• Report catalog/fitment errors and product issues
• Suggest service improvements

Qualifications

• Exceptional written and spoken English — neutral or North American accent preferred for phone support
• Strong technical aptitude — ability to quickly learn automotive lighting product lines and fitment logic
• Detail-oriented with strong problem-solving and critical thinking skills
• Calm, professional, and empathetic communication style under pressure
• Experience in e-commerce customer service (order management, returns, exchanges)
• Proficiency with helpdesk/ticketing tools (e.g., Zendesk, Gorgias, Freshdesk, or similar)
• Comfortable handling live chat, email, and inbound/outbound phone calls concurrently
• Self-directed and reliable — capable of working independently with minimal supervision
• Familiarity with Shopify or other e-commerce platforms is an asset.
• Background in automotive parts, electronics, or technical consumer products
• Experience with fitment-based product catalogs (e.g., ACES/PIES data, parts lookup tools)
• Experience processing warranty claims and working with logistics teams
• Knowledge of fraud detection and order verification best practices