Customer Service Representative (SO - 09042026 - FTCSR)

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

Job summary

Rippedboxstation is seeking a Customer Service Representative to support ecommerce customers via email, live chat, and messaging channels. You will handle high ticket volumes, manage orders in Shopify, and assist with returns, exchanges, and delivery status inquiries.

The role requires strong written English, a customer-first mindset, and the ability to work weekends or extended hours during peak periods and product launches. Knowledge of Gorgias/Shopify is a plus.

Qualifications

• Proven experience as a Customer Service Representative in ecommerce.
• Strong written English communication with a customer-first mindset.
• Experience handling high ticket volumes in a fast-paced ecommerce environment.
• Familiarity with order management, returns, and shipping-related inquiries.
• Able to work weekends and fluctuating schedules.
• Experience with Gorgias, Shopify or similar platforms is a plus.

Responsibilities

• Handle an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels.
• 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 orders in Shopify, including address changes and cancellations.
• Ensure interactions are brand-aligned, professional, and customer-focused.
• Meet or exceed CSAT, first response time, and resolution time targets.
• Maintain documentation in Gorgias and internal tracking tools.
• Support volume surges during sales, launches, weekends, and campaigns.
• Collaborate with internal teams to ensure operational continuity and issue resolution.

Skills

Customer service

Written English

High ticket volumes

Ecommerce operations

Tools

Shopify

Loop

Gorgias

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