Call Center Executive
Ceylon Digital Labs (Pvt) LtdJob Overview
We are looking for an energetic, customer-focused, and articulate Call Center Executive to join our growing support team. In this role, you will serve as the primary point of contact for our customers, handling inbound/outbound calls, resolving inquiries, and ensuring an exceptional customer experience.
If you possess strong communication skills, enjoy problem-solving, and thrive in a dynamic team environment, we want to hear from you!
Key Responsibilities
- Customer Interaction: Manage high volume inbound/outbound calls in a timely, professional, and courteous manner.
- Issue Resolution: Identify customer needs, research issues, and provide accurate, effective solutions or route calls to the appropriate department.
- Data Entry & Management: Maintain detailed records of all customer interactions and account updates in the CRM system.
- Service Level Maintenance: Meet individual and team key performance indicators (KPIs) regarding call handling times, quality scores, and customer satisfaction targets.
- Product Knowledge: Stay updated on company products, services, offers, and operational policies to provide accurate information to customers.
Qualifications & Requirements
- Education: G.C.E. Advanced Level (A/L) completed. Diploma in Business, Marketing, or Communication is an added advantage.
- Language Proficiency: Excellent verbal and written command of English and Sinhala (fluency in Tamil is a strong advantage).
- Technical Skills: Basic computer literacy, proficiency in MS Office, and familiarity with CRM software/call handling systems.
- Soft Skills: Active listening, strong conflict-resolution abilities, empathy, and the ability to handle stressful situations calmly.
- Flexibility: Willingness to work in rostered shifts (including weekends/public holidays if required).
What We Offer
- Competitive basic salary + performance-based incentives / shift allowances.
- Comprehensive training and continuous professional development.
- Clear career progression paths into Senior Executive, Team Leader, or Quality Assurance roles.
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Company Information
Ceylon Digital Labs is Sri Lanka's full-stack digital lab — a creative studio, a software engineering team, and an AI automation lab under one roof.
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