One of our prestigious Clients' who is a Multinational "IT Company" is looking for "Customer Service - Subject Matter Experts" to work in their Colombo office immediately.

# SALARY: (Depending on your proficiency of the given languages, your salary will be as follows.)

• Sinhala / Tamil: Rs. 31,500
• English: Rs. 34,000
• English + Sinhala: Rs. 40,000
• English + Tamil: Rs. 40,000

# BENEFITS: Free Transport (Night-Shift), Medical Insurance, Shift Allowance.

# RESPONSIBILITIES & REQUIREMENTS

• Oversee all aspects of daily team activities.
• Onboard new employees and work closely with them to bring them to full capability.
• Monitor key productivity indicators such as wait times, abandonment rates, etc. to ensure the team stays focused on serving our clients.
• Responsible for helping to resolve problems and complaints. Assists with escalated calls.
• Communicate solutions, successes and opportunities to the team with an eye on continual improvement.
• Perform call monitoring, coaching, and training, disciplining and reviewing team daily, weekly and monthly.
• Work to consistently have tools and aides for employees that are accessible, accurate and current to ensure that the team receives appropriate support and training.
• Foster a team mentality and approach to improvement and serving our customers well.
• Be present and available for your team, communicate positively and provide feedback and constructive criticism
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Be available to affect the entirety of the team’s operations:
• Maintain departments policies and procedures, reviewing and updating as needed.

# QUALIFICATIONS & EXPERIENCES

• High school diploma, general education degree or equivalent.
• 2+ years' call/contact center management experience, focusing on inbound and outbound call programs.
• Excellent communication skills in both written and spoken English.
• Experience working with customer support.
• Handle international customers.
• Problem solving skills.
• Proficient IT skills. (Email, Internet, MS-Office)
• Strong analytical ability and attention to detail.
• Working Hours: Shift Based. (Day / Night)

# HOW TO APPLY

If you are interested, send us your CV to, This email address is being protected from spambots. You need JavaScript enabled to view it.