iLabs is a global software product engineering company headquartered in Sri Lanka, with deep roots in the US Silicon Valley. We deliver world-class solutions in Web, eCommerce, Mobile, AI/ML, and Cloud technologies, serving industries such as fintech, edtech, medtech, martech, and hospitality. Guided by our vision to become a global powerhouse in information technology to push humanity forward we focus on delivering innovative, impactful solutions that empower businesses and create meaningful change in the world.
With a global talent network, we build agile remote teams for leading tech companies worldwide, including Silicon Valley pioneers. Our in-house ventures include Cloud of Goods, a fast-growing eCommerce rental marketplace, and Xenia, a customizable web platform for modern businesses.
At iLabs, were on a mission to advance lifestyles through technology and empower our partners to scale smarter and faster. Our culture is driven by creativity, innovation, ownership, teamwork, and global impact; giving you the opportunity and freedom to challenge the norm, spark change, and make a real difference.
If you are ready to break boundaries and create your defining moment, were here to make it happen. Be part of something bigger. Join iLabs.
About the role
We are looking for Customer Support Specialist who are passionate about delivering outstanding service and creating memorable customer experiences. You will be the voice and heart of Cloud of Goods, managing customer inquiries, resolving issues, and collaborating with partners to ensure smooth order fulfillment.
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
Proactively identify service challenges and escalate them appropriately to ensure quick turnaround.
Support the teams overall goal of maximizing customer satisfaction and retention through empathetic and solution-oriented communication.
Keep records of customer interactions, process customer accounts and file documents
Promote suitable rental options and upsell products or services based on customer needs and preferences
Adhere to company policies, quality standards, and SLAs related to call handling and response times.
Take the extra mile to engage customers
Shifts: 12 hour shifts with recurring 3 or 4 days off per week (USA Times)
Requirements
Very good phone etiquette
Excellent command of English (written and oral) is a must
1 - 2 years of experience in customer service, tele sales, or inside sales (BPO or e-commerce background preferred).
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
High level of empathy, patience, and problem-solving ability.
Comfortable working night shifts (to align with U.S. time zones).
iLabs is a global software product engineering company headquartered in Sri Lanka with significant presence in US Silicon Valley. The company delivers world-class solutions across Web, eCommerce, Mobile, AI/ML, and Cloud technologies, serving industries including fintech, edtech, medtech, martech, and hospitality. iLabs builds agile remote teams for leading tech companies worldwide and operates in-house ventures including Cloud of Goods, a fast-growing eCommerce rental marketplace, and Xenia, a customizable web platform for modern businesses. The company's mission is to advance lifestyles through technology and empower partners to scale smarter and faster through innovative, impactful solutions.
