Customer Service Representative – E-commerce (MB - 09112026 - FTCSRE)

Rippedboxstation; Metro Manila; Remote; PHP 223,000 - 335,000; Full time

Job summary

Rippedboxstation is seeking a Customer Service Representative – E-commerce to join our remote team. The role focuses on delivering professional support through phone, email, and live chat, handling orders, shipping concerns, returns, refunds, and inquiries with a strong emphasis on accuracy and customer satisfaction.

You will coordinate with internal teams to resolve issues, maintain detailed records in the CRM, and strive to meet KPIs while providing a positive customer experience across

Qualifications

• Previous customer service experience in an e-commerce environment is REQUIRED.
• Experience providing support via phone, email, and live chat.
• Experience handling online orders, shipping concerns, returns, refunds, exchanges, and inquiries.
• Strong written and verbal English communication skills.
• Strong customer service, active listening, problem-solving, and conflict-resolution skills.
• Ability to manage multiple conversations across channels with accuracy and professionalism.
• Experience with e-commerce platforms, CRMs, helpdesk tools, or live-chat tools is highly preferred.
• Familiarity with platforms like Shopify, Gorgias, Zendesk, Freshdesk, Intercom is an advantage.
• Ability to handle difficult or dissatisfied customers calmly.
• Excellent attention to detail, organization, and follow-through.
• Ability to work independently in a remote environment and meet productivity targets.
• Must be available to work 40 hours per week.

Responsibilities

• Provide professional and timely customer support via phone, email, and live chat.
• Respond to inquiries about products, orders, payments, shipping, returns, refunds, and exchanges.
• Assist with order tracking, modifications, cancellations, and delivery issues.
• Resolve complaints while maintaining a positive customer experience.
• Coordinate with fulfillment, logistics, and internal teams to resolve issues.
• Process returns, refunds, replacements, and exchanges per policy.
• Maintain accurate records of conversations and actions in the CRM.
• Follow up on unresolved concerns and ensure proper closure of cases.
• Escalate complex issues to the appropriate team when needed.
• Stay updated on products, promotions, policies, and processes to provide accurate information.
• Meet KPIs for response time, resolution, CSAT, and quality standards.
• Identify recurring issues and provide feedback for product and process improvements.

Skills

E-commerce customer service

Phone support

Email support

Live chat support

Written English communication

Conflict resolution

Multi-channel management

Attention to detail

Remote work productivity

Tools

Shopify

Gorgias

Zendesk

Freshdesk

Intercom

Job description

Position: Customer Service Representative – E-commerce

Number of hours: 40 hours per week
Schedule: EST

Key Responsibilities

• Provide professional and timely customer support through phone, email, and live chat.

• Respond to customer inquiries regarding products, orders, payments, shipping, delivery, returns, refunds, exchanges, and other e-commerce concerns.

• Assist customers with order tracking, order modifications, cancellations, and delivery issues.

• Resolve customer complaints and concerns efficiently while maintaining a positive and professional customer experience.

• Coordinate with fulfillment, logistics, warehouse, and other internal teams to resolve order-related issues.

• Process returns, refunds, replacements, and exchanges according to company policies and procedures.

• Maintain accurate records of customer conversations, issues, resolutions, and follow-up actions within the designated customer service platform or CRM.

• Follow up on unresolved customer concerns and ensure cases are properly closed.

• Escalate complex or high-priority concerns to the appropriate team when necessary.

• Maintain a strong understanding of products, promotions, policies, and e-commerce processes to provide accurate information to customers.

• Meet established customer service KPIs, including response time, resolution time, customer satisfaction (CSAT), and quality standards.

• Identify recurring customer concerns and communicate feedback that may help improve products, processes, and the overall customer experience.

Requirements

• Previous customer service experience in an e-commerce environment is REQUIRED.

• Proven experience providing customer support through phone, email, and live chat.

• Experience handling online orders, shipping concerns, returns, refunds, exchanges, cancellations, and product inquiries.

• Strong written and verbal English communication skills.

• Strong customer service, active listening, problem-solving, and conflict-resolution skills.

• Comfortable managing multiple customer conversations and support channels while maintaining accuracy and professionalism.

• Experience using e-commerce platforms, CRM systems, helpdesk/ticketing platforms, or live-chat tools is highly preferred.

• Familiarity with platforms such as Shopify, Gorgias, Zendesk, Freshdesk, Intercom, or similar tools is an advantage.

• Ability to handle difficult or dissatisfied customers professionally and calmly.

• Strong attention to detail, organization, and follow-through.

• Ability to work independently in a remote environment and consistently meet productivity and customer service targets.

• Must be available to work 40 hours per week