Job Description: Customer Service Representative – Colombo

We are seeking a Customer Service Representative to join our team in Colombo. The role involves handling customer inquiries, resolving issues efficiently, and ensuring that each interaction leaves a positive impression. You will be working in a structured environment where accuracy, patience, and professionalism are key. This position requires someone who can manage a high volume of customer interactions across various channels including phone, email, and online chat, while maintaining a calm and helpful tone at all times.

As the first point of contact for many customers, your contribution will directly impact customer satisfaction and the reputation of our company. You will play a vital part in how customers perceive our brand, products, and support services.

Position Summary:

The Customer Service Representative (CSR) is responsible for managing customer queries and ensuring they receive timely and accurate assistance. This position goes beyond answering questions—it involves listening carefully, understanding specific concerns, and offering clear and honest solutions. You will be expected to work collaboratively with team members and other departments such as technical support, logistics, and sales to resolve complex issues efficiently.

The ideal candidate will possess strong communication skills, a natural inclination to help others, and the ability to remain composed under pressure.

Key Responsibilities:

Respond to Inquiries: Answer incoming phone calls, emails, and live chats from customers regarding orders, services, and product information.
Issue Resolution: Identify customer concerns, investigate the root cause, and offer suitable resolutions in a timely and respectful manner.
Order Support: Assist customers with placing, tracking, modifying, or cancelling orders. Liaise with internal departments when necessary.
Documentation: Record all interactions accurately in the customer relationship management (CRM) system for future reference and reporting.
Feedback Handling: Receive and log customer complaints and feedback. Escalate critical issues to the Customer Service Manager or appropriate department when required.
Knowledge Sharing: Stay informed about company products, services, policies, and updates to provide accurate information to customers.
Follow-Up: Monitor ongoing cases to ensure follow-through and confirm that issues are resolved to the customer’s satisfaction.
Team Support: Collaborate with other team members to manage workloads, share insights, and ensure consistency in customer service delivery.
Service Standards: Meet or exceed performance metrics such as response time, customer satisfaction, and resolution rate as set by the department.
Compliance: Adhere to company procedures and data protection guidelines when handling customer information.

Required Qualifications:

GCE A/L qualification or equivalent. Diploma or degree in Business Administration, Communications, or a related field is an advantage.
Fluency in English and Sinhala. Tamil language skills will be considered an asset.
Strong verbal and written communication skills.
Basic computer literacy and familiarity with CRM tools, email platforms, and Microsoft Office applications.
Minimum 1 year of experience in a customer-facing or call center role. Freshers with strong communication skills will also be considered.

Preferred Attributes:

Ability to stay calm and composed, especially during difficult interactions.
Strong listening skills and the ability to understand unstated customer concerns.
Willingness to learn about new products, procedures, and technologies.
Ability to multitask and prioritize effectively in a fast-paced environment.
A solution-oriented mindset—able to resolve issues with minimum supervision.
Professional tone, even when dealing with frustrated or upset customers.
Consistency in work habits, punctuality, and reliability.
Attention to detail, especially when logging information or processing customer requests.

Work Conditions:

Based at our Colombo customer service center with standard office setup.
Typical working hours are Monday to Friday, 9:00 AM to 5:30 PM. Rotational shifts and weekend work may be required during peak periods.
This is a desk-based role involving extended periods of screen time and headset usage.
High volume of calls and inquiries expected—particularly during promotional campaigns or peak business cycles.
On-the-job training will be provided to familiarize you with our systems, services, and protocols.

What We Expect From You:

Reliability: Show up on time and be consistent in your daily responsibilities. Our customers rely on us to be available.
Clarity: Communicate without jargon, speak clearly, and make it easy for the customer to understand the solution.
Respect: Treat every customer with patience and courtesy, regardless of the issue or tone of conversation.
Focus: Manage multiple tasks efficiently without losing attention to detail.
Confidentiality: Handle customer data responsibly and within the boundaries of our privacy policies.
Teamwork: While most of your work is individual, we expect you to support colleagues, share knowledge, and maintain a healthy team dynamic.

What You Can Expect From Us:

A structured training program to help you settle into the role and perform confidently.
A supportive work environment with open communication and approachable leadership.
Access to tools and resources necessary for handling customer service duties efficiently.
Periodic performance reviews and clear guidance on expectations.
Opportunities to grow within the department or move into other areas such as technical support, sales, or supervision.
A clean, secure, and professional workspace.
Fair and timely compensation in line with market standards and your experience.
A culture that values consistency, accuracy, and accountability—not gimmicks or slogans.

Who Should Apply:

Individuals currently residing in or near Colombo who can reliably commute to our office.
Candidates with previous experience in customer service, hospitality, retail, or administrative roles.
Freshers who demonstrate strong communication skills and a genuine willingness to help others.
Those looking for a stable, long-term position with structured responsibilities.
People who value honest work, are detail-oriented, and take pride in delivering excellent service—even in challenging situations.

Application Process:

Submit your updated CV and a short cover letter summarizing your interest in the role and any relevant experience.
Ensure your contact details are current and include any preferred time for interview calls.
Shortlisted candidates will be invited for a telephone screening, followed by an in-person interview at our Colombo office.
Final selection may involve a brief role-play or written test to evaluate your response to typical customer scenarios.
Successful candidates will receive a formal offer with start date, onboarding schedule, and necessary documentation requirements.

Applications can be sent to: careers@[yourcompany].lk
Subject Line: Application for Customer Service Representative – Colombo

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Final Word:

Customer service is more than just answering questions. It’s about being a dependable source of support during someone’s problem, confusion, or frustration. If you take pride in helping people and believe that clear communication can make a real difference, then you’re the kind of person we’d like to meet.

Thank you for considering a role with us. We look forward to learning more about you.