Customer Support Specialist

Customer Support Specialist

Company: iLabs

Location: Battaramulla, Sri Lanka

Company Overview

iLabs is a global software product engineering company headquartered in Sri Lanka with deep roots in Silicon Valley. We specialize in delivering world-class solutions across Web, AI/ML, and Cloud technologies. This role specifically supports our in-house venture, Cloud of Goods, a fast-growing eCommerce rental marketplace dedicated to advancing lifestyles through innovative technology and seamless service.

Role Summary

As a Customer Support Specialist, you will be the voice and heart of Cloud of Goods. You are responsible for delivering outstanding service and creating memorable experiences for our global customer base. Your primary focus will be managing inquiries, resolving complex issues, and collaborating with partners to ensure flawless order fulfillment.

Key Responsibilities

• Multi-Channel Support: Manage inbound and outbound phone calls, emails, and live chats from online customers with a high degree of professionalism.

• Problem Resolution: Handle complaints by providing appropriate solutions and alternatives within established time limits, following up to ensure a successful resolution.

• Information Accuracy: Provide customers with accurate, valid, and complete information using standardized company methods and tools.

• Proactive Escalation: Identify potential service challenges early and escalate them to ensure a quick turnaround and maintain high service levels.

• Sales & Retention: Promote suitable rental options and upsell products or services based on specific customer needs and preferences to maximize satisfaction.

• Record Keeping: Maintain meticulous records of customer interactions, process accounts, and manage necessary documentation.

• SLA Adherence: Strictly follow company policies, quality standards, and SLAs regarding call handling and response times.

Qualifications & Skills

Experience & Education

• Experience: 1–2 years of experience in customer service, tele-sales, or inside sales (BPO or eCommerce backgrounds are preferred).

• Language Proficiency: An excellent command of English (both written and oral) is essential.

• Regional Context: Basic knowledge of US geography and prior experience working with US-based customers is a significant plus.

Core Competencies

• Communication: Exceptional phone etiquette and demonstrated proficiency in typing and grammar.

• Soft Skills: A high level of empathy, patience, and a natural ability to solve problems under pressure.

• Technical Skills: Comfortable using modern software applications, computer equipment, and web-chat platforms.

• Adaptability: Must be comfortable working 12-hour night shifts to align with U.S. time zones.

Why Join iLabs

• Global Impact: Be part of a company that builds agile teams for leading tech pioneers worldwide.

• Innovation Culture: Work in an environment driven by creativity, ownership, and the freedom to challenge the norm.

• Growth Opportunity: Join a fast-scaling organization where you have the opportunity to make a real difference in the lives of users across the globe.

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