Senior Customer Service Executive

Role overview

The senior customer service executive plays a key role in delivering exceptional service to Payable merchants and customers across our digital payment ecosystem (mPOS, WPOS, SoftPOS, IPG and instant settlement). The role involves handling escalations, mentoring junior agents, driving contact centre KPIs and ensuring every interaction reflects Payable’s commitment to reliability, speed and trust.

Key responsibilities

1. Handle inbound and outbound calls, emails and chats with professionalism and accuracy.
2. Resolve complex customer escalations and complaints within agreed SLAs.
3. Act as a subject matter expert (SME) and support junior agents on Payable products and processes.
4. Coach, mentor and provide on-floor guidance to contact centre team members.
5. Monitor and drive key KPIs: AHT, FCR, QA, CSAT, shrinkage and adherence.
6. Use CRM systems and call centre tools to log, track and follow up on customer issues.
7. Coordinate with internal teams (operations, tech, sales, compliance) to resolve merchant issues.
8. Identify recurring issues and recommend process or product improvements.
9. Support team leaders during peak hours, escalations and acting TL responsibilities when required.
10. Ensure adherence to Payable’s quality, compliance and customer experience standards.

Qualifications & toolkit

Education

Diploma or professional qualification in customer service, business management or a related field (preferred, not mandatory).

Must-have skills

1. 2-4 years contact centre experience
2. Senior agent / SME / acting TL exposure
3. Inbound & outbound call handling
4. Escalation & complaint management
5. CRM systems
6. Call centre tools & dialers
7. KPIs · SLAs · AHT · FCR
8. QA scores · shrinkage · adherence
9. Strong English & Sinhala communication

Nice to have

Exposure to fintech, payments or merchant services · experience coaching or mentoring junior agents · familiarity with quality monitoring frameworks.

About the company

At Payable (Pvt) Ltd, we are redefining the financial technology landscape by delivering cutting-edge payment solutions that empower businesses and consumers. As a leader in digital transactions, we continue to innovate and expand our reach, shaping the future of seamless financial interactions.

When applying

Apply within 14 days. Mention the role in the email subject.