Customer Engagement Specialist – Colombo (Hybrid Role)

We are looking for a Customer Engagement Specialist to join our Colombo team. This is a hybrid role working UK hours, supporting our customers and internal teams. You will be joining a people-first team where both employee and customer experience genuinely matter. We are growing and evolving what we do, and this is a great chance to be part of a team making a real impact in the telecommunications space.

Responsibilities

• Handle customer enquiries by phone, email and webchat, establish initial requirements and respond within agreed SLA timescales
• Contact customers to answer queries and obtain any missing information
• Maintain accurate customer and sales admin records
• Support contract renewals, sales administration and the escalation of outstanding sales tickets
• Work closely with sales, customer service and the service delivery team to make sure customer requirements are followed through
• Share key customer feedback internally and recognise potential opportunities that should be passed to the right team
• Help improve and streamline customer service, sales administration and engagement processes
• Use new tools and AI solutions to support more efficient ways of working across customer service and sales

What we are looking for

We are looking for someone who is confident speaking with customers, enjoys supporting them and takes pride in providing a good service. You will be comfortable building strong customer relationships, organised in how you work and interested in improving the way things are done.

You will need:

• Fluent English with strong written and verbal communication skills
• A customer-first mindset and confidence communicating with customers by phone, email and webchat
• Good organisation and attention to detail
• The ability to multitask and manage different priorities
• A proactive mindset and the confidence to follow things through
• Confidence working across different teams
• An interest in improving processes and finding more efficient ways of working
• Confidence using digital systems and learning new tools, including AI-enabled solutions
• A willingness and eagerness to learn about our business, products and the telecoms industry
• The ability to work UK hours: 12.30pm to 9.30pm Sri Lanka time

About the company

You will work alongside a supportive and collaborative team, building your experience across customer service and developing your skills in a growing business. This is a great opportunity for someone looking for long-term career development, further training and the chance to grow with the business.

When applying

To apply, please send your CV to: