Job Description: Call Center Agent – Kandy
We are hiring Call Center Agents to join our growing customer service team based in Kandy. This role is focused on providing reliable, straightforward, and effective support to customers over the phone. If you are someone who communicates clearly, stays calm under pressure, and takes pride in resolving customer queries accurately and promptly, this position might be for you.
You will be expected to answer incoming calls, make outbound follow-up calls, update internal systems, and provide assistance related to our products or services. This is not a sales-heavy role, but a consistent and professional tone is essential.
Position Summary:
The Call Center Agent is the first line of contact between the customer and the company. Your responsibility is to ensure each caller receives a helpful and courteous response, regardless of the nature of their request.
This role is structured and performance-driven. It is suited for individuals who are focused, attentive, and capable of handling repetitive tasks without compromising on service quality. You’ll also need to be tech-comfortable, as we use customer management systems to log and track conversations and actions.
Key Responsibilities:
- Handle Inbound Calls
- Respond to customer inquiries, complaints, and requests in a timely and respectful manner.
- Follow company procedures and provide accurate information.
- Make Outbound Calls
- Follow up on customer cases, feedback, or incomplete processes.
- Occasionally reach out to customers for feedback, updates, or reminders.
- Maintain Call Records
- Enter call details accurately into the CRM or ticketing system.
- Flag unresolved issues for follow-up or escalation.
- Problem Solving
- Listen actively to customer concerns and work to resolve them within your authority.
- Redirect calls to appropriate departments if the query is outside your scope.
- Stay Informed
- Keep up-to-date with product and service information.
- Attend training sessions and team meetings regularly.
- Meet Performance Standards
- Work toward daily and monthly targets such as call handling time, customer satisfaction scores, and issue resolution rates.
- Maintain a consistent attendance and punctuality record.
Required Qualifications:
- GCE Ordinary Level qualification; A/Ls preferred but not essential.
- Previous experience in a customer service or call center environment is an advantage.
- Comfortable speaking and understanding English and Sinhala (Tamil is a plus).
- Basic computer literacy (typing, navigating systems, using emails and spreadsheets).
- Ability to learn internal software and workflows with training.
- Clear speaking voice and professional phone manner.
Preferred Attributes:
- Patience and the ability to listen without interrupting.
- Good memory and attention to detail.
- A calm and composed tone, especially when handling difficult customers.
- Ability to follow scripts or structured responses while still sounding natural.
- Willingness to work in shifts or on weekends, if required.
- A team mindset—you’ll often rely on colleagues to resolve complex issues.
Work Conditions:
- This position is based at our Kandy office location.
- Standard shifts are 8 hours, scheduled between 8:00 AM and 8:00 PM.
- You will work in a shared office space with a team of other agents.
- Breaks and lunch periods are scheduled to ensure proper coverage.
- You’ll be using a headset and computer for most of your day.
- Occasionally, you may be asked to handle extended hours during seasonal demand.
What We Expect From You:
- Consistency
We rely on call center agents to be dependable. Showing up on time and maintaining availability is essential. - Clarity in Communication
Our customers expect to be understood. You’ll need to speak clearly, avoid slang, and confirm key details. - Follow-through
If you say you’ll call a customer back or escalate an issue, we expect that it will be done. - Respectful Conduct
Whether dealing with frustrated callers or internal teams, professional courtesy must always be maintained. - Receptiveness to Feedback
Supervisors may listen in on calls or review logs. This isn’t surveillance—it’s a tool to help you improve.
What You Can Expect From Us:
- Structured Training
You’ll be given a proper orientation and guided practice before handling calls independently. - Supportive Supervision
Supervisors and senior agents are available to support you with complex issues or uncertain queries. - Clear Policies and Workflows
You will have documentation and guidelines to reference throughout your shift. - Regular Performance Reviews
Constructive feedback and performance reports will help you track your progress. - Opportunities to Grow
High-performing agents are considered for roles in quality control, team leadership, or customer experience analysis. - Fair Compensation
Your salary will reflect your experience and role, with potential for bonuses based on performance.
Who Should Apply:
- School leavers or early-career individuals looking to gain experience in a professional setting.
- People with strong verbal communication skills who enjoy helping others.
- Candidates who can remain calm and patient, even in high-stress or repetitive situations.
- Those who are willing to learn and adapt to new systems and procedures.
- Individuals interested in long-term roles in customer support, admin, or client services.
Application Process:
- Submit Your Application
Send your updated CV and a brief cover letter to careers@[yourcompany].lk. Use the subject: Call Center Agent – Kandy - Shortlisting
Applications will be reviewed within one week. Selected candidates will be contacted by phone. - Initial Interview
You’ll be invited for a face-to-face or phone interview to assess communication skills and role suitability. - Assessment
A simple practical test may be conducted to gauge typing speed, comprehension, and listening skills. - Offer and Onboarding
Successful candidates will receive a formal offer letter and a start date. Training begins on your first day.
Final Word:
Working as a Call Center Agent is not about flashy sales or high-pressure pitches. It’s about being consistent, clear, and dependable every single day. If you believe you can listen to a customer’s problem and help them feel heard, understood, and supported—even if you don’t have an immediate solution—then this job is a fit for you.
We’re not looking for fancy words. We’re looking for responsible individuals who take work seriously, handle tasks professionally, and can communicate with empathy. If that sounds like you, we invite you to apply today.