Customer Service Representative (SO-01292026-FTCSR)

Rippedboxstation; Metro Manila; On-site; PHP 180,000 - 300,000; Full time

Job summary

Rippedboxstation in the Philippines is seeking a Customer Service Representative to handle inbound inquiries via email, live chat, and messaging. This full-time role requires working 40 hours per week with shifts including weekends during launches and sales.

You will manage orders in Shopify, returns via Loop, and ticketing in Gorgias, while delivering brand-aligned customer care. Ideal candidates have ecommerce CSR experience, strong written English, and the ability to handle high volumes with

Qualifications

• Proven experience as a Customer Service Representative in ecommerce.
• Strong written English communication skills with a customer-first mindset.
• Experience handling high ticket volumes in a fast-paced environment.
• Familiarity with order management, returns, and shipping-related inquiries.
• Ability to remain calm, accurate, and professional during peak volume periods.
• Strong attention to detail and ability to follow workflows and SOPs.
• Comfortable working weekends, extended hours, or fluctuating schedules when needed.
• Experience with Gorgias, Shopify, or similar platforms.

Responsibilities

• Handle inbound customer support tickets across email, live chat, and messaging platforms.
• Respond to product inquiries, order management requests, and reward program questions.
• Manage returns and exchanges, including warranty and defect-related concerns.
• Assist with tracking requests, delivery status inquiries, and lost shipment claims.
• Update and manage orders in Shopify, including address changes and cancellations.
• Ensure all interactions are brand-aligned, professional, and customer-focused
• Meet or exceed targets for CSAT, first response time, and resolution time.
• Maintain accurate documentation and updates in Gorgias and internal tracking tools.
• Support volume surges during sales, launches, weekends, and special campaigns.
• Collaborate with internal teams to ensure operational continuity and issue resolution.

Skills

Customer service mindset

Written English proficiency

Ability to handle high volume

Calm under pressure

Attention to detail

Weekend availability

Team collaboration

Tools

Shopify

Loop

Gorgias

Google Workspace

Job description

Customer Service Representative (SO-01292026-FTCSR)

Job Openings Customer Service Representative (SO-01292026-FTCSR)

About the job Customer Service Representative (SO-01292026-FTCSR)

Position: Customer Service Representative

Number of hours: 40 hours/weekSchedule:

• Monday – Sunday: 8:00 AM – 4:00 PM PT
• During product launches , chat may open 1 hour earlier
• During site-wide sales , chat coverage may extend from 5:00 AM – 7:00 PM PT
• Flexibility to support weekends and peak periods is highly valued

Key Responsibilities

• Handle inbound customer support tickets across email, live chat, and messaging platforms.
• Respond to product inquiries , order management requests , and reward program questions.
• Manage returns and exchanges , including warranty and defect-related concerns.
• Assist with tracking requests, delivery status inquiries, and lost shipment claims.
• Update and manage orders in Shopify , including address changes and cancellations.
• Ensure all interactions are brand-aligned, professional, and customer-focused
• Meet or exceed targets for CSAT, first response time, and resolution time.
• Maintain accurate documentation and updates in Gorgias and internal tracking tools.
• Support volume surges during sales, launches, weekends, and special campaigns.
• Collaborate with internal teams to ensure operational continuity and issue resolution.

Qualifications

• Proven experience as a Customer Service Representative in ecommerce.
• Strong written English communication skills with a customer-first mindset.
• Experience handling high ticket volumes in a fast-paced environment.
• Familiarity with order management, returns, and shipping-related inquiries.
• Ability to remain calm, accurate, and professional during peak volume periods.
• Strong attention to detail and ability to follow workflows and SOPs.
• Comfortable working weekends, extended hours, or fluctuating schedules when needed.
• Experience with Gorgias, Shopify, or similar platforms is a strong advantage.

Tools & Technology

Experience with or the ability to quickly learn the following tools is essential:

• Shopify – order and customer management
• Loop – returns and exchanges
• Gorgias – ticketing, live chat, and messaging
• Google Workspace – Google Sheets and Docs for reporting and documentation