About Oceans
We are an outsourcing firm, rapidly becoming the partner of choice for high-growth companies looking to smartly build their teams and profitably scale their businesses. Oceans stands apart with its unique ‘embedded talent’ model, pairing the best talent in Sri Lanka with CEOs, Founders, and Executives across the globe.
Responsibilities:
- Manage appointment scheduling efficiently, provide timely updates, and actively pursue follow-ups.
- Build strong relationships with customers by understanding their individual needs.
- Take ownership of customer issues and follow problems through to resolution.
- Answer technical questions and provide product support to resolve customer issues.
- Troubleshoot and resolve technical problems related to relevant products and services.
- Maintain accurate records and document customer service actions and discussions.
- Analyse customer and service data to improve retention and generate new sales.
- Maintain an orderly workflow according to priorities.
- Liaise with the logistics team to follow up on customer orders, ensuring timely and accurate delivery.
- Provide customers with tracking information, updates, and manage any issues related to shipping or order fulfillment.
- Handle post-purchase support, including processing returns, exchanges, and replacements.
- Own the entire customer experience post-purchase, ensuring satisfaction and repeat business.
Requirements
- Bachelor’s degree in business administration or any relevant field.
- A minimum of 3+ years of proven experience in a customer service/Customer success position.
- Familiarity with Freshdesk or similar customer support ticketing systems.
- Experience managing eCommerce platforms and order management systems.
- Professional fluency in English, with superb communication skills (reading, writing, speaking)
- Expert in inbound and outbound calling for personalised consumer services.
- Great attention to detail and time management skills.
- Tech-savvy with a basic understanding of web technologies and troubleshooting.
- Flexibility to work in any U.S. time zone and adapt to a flexible work schedule.
Our Ideal Candidate:
Oceans Divers (our recruits) are experienced professionals, naturally driven and committed to excellence, who are excited to support a fast-growing startup company. Our ideal candidate has:
- High Motivation: a natural desire to go above and beyond in all things and to succeed no matter what.
- Excellent Time Management Skills: able to triage competing tasks and drive project completion.
- Effective Communication Skills: able to issue timely reminders, follow ups, and alerts to changing priorities.
- A Keen Sense of Urgency: strong awareness of timeliness and ability to meet close deadlines.
- Reliable Autonomy: able to get things done efficiently with limited supervision while working from home.
- Superb Attention to Detail: able to consume and synthesize large amounts of information.
- Genuine Personality: warm, affable, can-do attitude; pleasant to be around but direct when necessary.
- Tech Savviness: able to quickly understand and use new tech platforms and services to get work done.
We are bringing on all the best and brightest in Sri Lanka — let us know if that’s you.
Benefits
- Unique lucrative opportunity to work with startups that could 10x your career.
- Global exposure, working with clients from across the globe and from varied industries.
- Fully remote work.
- Competitive pay and always paid in USD.