Customer Support Specialist

Customer Support Specialist - CloudofGoods.com (US Market)

Founded in 2012 by a Sri Lankan American entrepreneur from the US Silicon Valley, iLabs currently has several major partnerships with global tech companies and also has its own high-growth eCommerce marketplace in the US (CloudofGoods.com). Today, iLabs specializes in Web, Mobile, AI technologies, and technology outsourcing services. We also provide IT strategy consulting, IT operations, DevOps, SEO, and Digital Marketing/Social Media solutions to our global clients through iLabs, a Colombo Port City Corporation

Over the past decade, we have grown to be one of the top IT companies in Sri Lanka. We are currently experiencing rapid growth with HUNDREDS OF URGENT JOB OPENINGS. We hire top talent for above-market remuneration. Come, work with us!

We are looking for a Customer Support Specialist who will be the liaison between CloudofGoods.com and its current and potential customers. Your primary goal will be to ensure that our customers are happy with the service we provide and our suppliers are fulfilling their obligations towards our customers and our suppliers are happy with the Cloud of Goods platform. Whether you are fulfilling support requests, soliciting new customers, identifying red flags or resolving general customer issues, you will go the extra mile to make sure our customers are happy! On-going training will be provided.

Responsibilities

Provide accurate, valid and complete information by using the right methods/tools

Handling inbound/outbound phone calls, emails and live chats from online customers

Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

Shifts: 9 hour shifts (3pm - 9am)

Requirements

Very good phone etiquette

Excellent English (written and oral) is a must

Demonstrated proficiency in typing and grammar

Knowledge of relevant software computer applications and equipment

Experience with handling web chat

Basic knowledge of US geography

Prior experience with US based customers is a plus