Customer Service Representative - DO - 032426 - FTCSR
Ripped Box Station View all jobs
- Metro Manila
- Permanent
- Full-time
Schedule: ESTKey ResponsibilitiesTechnical Support & TroubleshootingAssist with LED/HID installation and setupDiagnose issues (flickering, error codes, CANBUS, etc.)Troubleshoot faulty/underperforming productsRecommend needed accessories (decoders, resistors, harnesses)Order Issue ResolutionHandle warranty claims and replacementsResolve lost/stolen package issuesCoordinate with warehouse/logistics for re-shipsReturns & ExchangesApprove/decline return or exchange requestsIssue RMAs and guide return processProcess exchanges and reduce unnecessary returnsPre-Sale Product GuidanceHelp customers choose correct products for vehiclesRecommend options based on needs and budgetUpsell/cross-sell accessoriesExplain specs, compatibility, and installationFraud & Order VerificationReview and verify flagged ordersCheck address/payment discrepanciesEscalate confirmed fraud casesReporting & Process ImprovementReport catalog/fitment errors and product issuesSuggest service improvementsMaintain accurate case notesQualificationsExceptional written and spoken English — neutral or North American accent preferred for phone supportStrong technical aptitude — ability to quickly learn automotive lighting product lines and fitment logicDetail-oriented with strong problem-solving and critical thinking skillsCalm, professional, and empathetic communication style under pressureExperience in e-commerce customer service (order management, returns, exchanges)Proficiency with helpdesk/ticketing tools (e.g., Zendesk, Gorgias, Freshdesk, or similar)Comfortable handling live chat, email, and inbound/outbound phone calls concurrentlySelf-directed and reliable — capable of working independently with minimal supervisionFamiliarity with Shopify or other e-commerce platforms is an asset.Desirable ExperienceBackground in automotive parts, electronics, or technical consumer productsExperience with fitment-based product catalogs (e.g., ACES/PIES data, parts lookup tools)Experience processing warranty claims and working with logistics teamsKnowledge of fraud detection and order verification best practices