Customer Service Representative – E-commerce (MB - 09112026 - FTCSRE)
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
- 22 hours ago
Job description
From RippedBoxStation’s job post, as they wrote it.
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.
Read the full description
* 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
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