Customer Service Representative (SO - 09042026 - FTCSR)
At RippedBoxStation · Metro Manila, Philippines
- Customer support
- Full-time
Where you can work from
Open to the Philippines
“Metro Manila, Philippines”
From the location.
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- First seen by us
- 9 October 2026
- Last checked
- 5 hours ago
Job description
From RippedBoxStation’s job post, as they wrote it.
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.
Read the full description
* 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
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