Customer experience executive

Singer (Sri Lanka) PLC operates with the vision to be the market leader in elevating and enriching lives. We are looking for a customer-focused, proactive, and service-driven customer experience executive to strengthen front-end service operations at our Maharagama Service Centre. This role is key to ensuring exceptional customer experiences, timely issue resolution, and continuous service improvement across customer touchpoints.

Job profile

1. Serve as the primary point of contact for customers, ensuring professional, empathetic handling of inquiries, complaints, and service issues.
2. Ensure timely and effective resolution of customer issues in line with defined service level standards and turnaround times.
3. Coordinate with internal teams to escalate and resolve complex customer cases efficiently.
4. Monitor service performance, customer feedback, and service trends to identify improvement opportunities.
5. Support customer journey mapping, process improvements, quality assurance, and management reporting to enhance overall customer experience.

Personal profile

1. Higher National Diploma or Degree in Engineering, Management, or an equivalent qualification.
2. Minimum 3+ years’ experience in a customer service or customer experience role (managerial exposure is an added advantage).
3. Strong communication skills in Sinhala and English; Tamil proficiency will be an added advantage.
4. Strong analytical, problem-solving, and decision-making skills with proficiency in MS Office (Advanced Excel) and CRM systems.
5. Ability to work under pressure, manage multiple cases, maintain a positive attitude, and build strong customer relationships, including corporate and VIP customers.