Customer Support & Digital Communication Executive

The job

1. Call center & hotline management
2. Efficiently handle inbound customer calls, provide accurate information on repair status, pricing, promotions, and service locations. Achieve high first contact resolution (FCR) while proactively conducting.
3. Front office & in-person support
4. Warmly welcome walk-in customers, assist with inquiries, register service requests, create job sheets, and coordinate with technicians. Maintain a clean, professional, and branded front office and customer lounge.
5. Digital & media engagement
6. Monitor and respond to customer comments and updates across media channels. Engage in market research activities and support digital communication initiatives to strengthen customer relationships.
7. Service excellence & administration
8. Track repair turnaround time (TAT), maintain accurate records in the CRM system, handle escalations professionally, and ensure full compliance with company SOPs. Deliver quick, practical solutions to customer issues.

What you should bring

1. Excellent verbal and written communication skills (English + local languages).
2. Strong interpersonal skills with a friendly, patient, and professional demeanor.
3. Minimum 1–2 years’ experience in customer service, call center, or front office roles is preferred.
4. Proficiency in using CRM systems and knowledge about mobile technology.
5. Ability to multitask and solve problems effectively.

About the company

Vivo is a technology company that creates great products based on a design-driven value, with smart devices and intelligent services as its core. We are seeking for outstanding, energetic & result oriented individuals with high level of commitment and following qualifications to join our team in Sri Lanka.

When applying

Don’t think that you are not qualified. Feel free to apply even if you’re unsure about your qualifications for this role. Your CV may match other opportunities within our organization. We’ll reach out if we find a suitable match for your skills and experience.