Customer Service Executive (Maharagama Service Centre)

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

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

Personal profile

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