Customer Service Representative (SO - 09042026 - FTCSR)

RippedBoxStation; Manila; On-site; PHP 234,000 - 346,000; Full time

Job summary

RippedBoxStation is seeking a Customer Service Representative to support ecommerce operations across email, live chat, and messaging channels. You will handle an average of 5,500 tickets per month, with higher volumes during product launches and site-wide sales.

You will manage orders in Shopify, process returns and exchanges, and respond to product inquiries, tracking requests, and delivery status questions. The role requires strong written English and a customer-first mindset.

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.
• Experience with Gorgias, Shopify, or similar platforms is a strong advantage.

Responsibilities

• Handles an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels, with higher volumes during product launches and site-wide sales.
• 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

High-volume handling

Written English

Attention to detail

Brand-aligned communication

Tools

Shopify

Gorgias

Loop

Wonderment

Google Workspace

Job description

Position:

Customer Service Representative

Number of hours:

48 hours/week

Schedule:

• Monday – Sunday: 8:00 AM – 4:00 PM PST
• 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

• Handles an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels, with higher volumes during product launches and site-wide sales.
• 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
• Wonderment
• Google Workspace – Google Sheets and Docs for reporting and documentation