Career.lk

Job Description

Customer Service Executive

• Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and fax) using the Best Practice guidelines.

• Work within agreed service levels, striving to exceed customer expectations wherever possible.

• Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic

• Take ownership of queries and proactively follow through to resolution.

• Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Team Manager

• Assist Team Manger and management with any special projects assigned and provide backup to team manager when necessary

 Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary

• Mentoring and developing new staff to meet customer service requirements. Demonstrating willingness to assist team with day to day operations

• Maintain professional working relationship with internal and external customers, customer service management and colleagues

• Supports decisions made by Management and conveys positively to team members and other C/S locations.

• Adhere to agreed standards of quality and quantity and process all orders/ claims/ queries with a minimum 98% accuracy rate.

• Perform quality assurance on work processed.

• Report workload statistics as required.

• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.

• Provide flexible support for team members and other teams and foster a positive and a motivating environment

• Demonstrate a positive and flexible approach to changing business priorities.

• Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement

Candidate Profile:

•              Male / Female

•              Previous Experience in a similar capacity will be an added advantage

•              Part qualification in CIM / SLIM / HRM will be an added advantage

•              No previous experience necessary

•              Salary 15,000 - 18,000/-

IF you meet the above criteria and the expected salary is with the mentioned range, please send your cv to along with a recently taken photograph of yourself.