Senior Customer Support Specialist
New
I
iLabsE-commerce marketplace
Source API remote eligibility restrictions: Sri Lanka, 9 hour shifts (USA Times); night shifts aligned with US time zonesFull-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- Excellent verbal and written English communication skills.
- Experience
- 3+ years of experience in Customer Support, Customer Success, Partner Success, Account Management, or Operations.
- Required Skills
- Problem SolvingCustomer SuccessAccount ManagementCustomer support
Requirements
- Have 3+ years of experience in Customer Support, Customer Success, Partner Success, Account Management, or Operations.
- Have excellent verbal and written English communication skills.
- Demonstrate strong phone etiquette and customer-handling skills.
- Bring problem-solving and conflict-resolution abilities.
- Be able to multitask in a fast-paced environment.
- Have experience with CRM systems, ticketing platforms, and internal dashboards.
- Be comfortable working with small businesses and external partners.
- Be comfortable working night shifts aligned with US time zones.
- Understand e-commerce or marketplace operations.
Responsibilities
- Respond to customer inquiries by phone, email, and live chat about orders, rentals, deliveries, and policies.
- Resolve customer complaints within SLA and coordinate timely resolutions for service issues.
- Maintain accurate records of customer interactions and order updates.
- Recommend rental products based on customer needs.
- Support partners with payment setup, inventory management, account configuration, and operational issues.
- Monitor partner order acceptance, fulfillment performance, ratings, and service quality.
- Schedule operational check-ins with partners and train them on platform features, tools, and best practices.
- Coordinate customers, partners, and internal teams to ensure successful order fulfillment.
- Manage multiple active orders while meeting quality and response-time standards.
- Identify opportunities to improve the customer and partner experience, products, and processes.
View Full Description & ApplyYou'll be redirected to the employer's site
