Customer Service Advisor

Product, engineering and support teams work out of offices in Jaffna, Northern Province and two nearshore delivery centres. Most engineers work remotely and come into the office one week a quarter for planning.

Samarasinghe Cloud is hiring for its Orders team in Jaffna. Full-time and part-time shifts available. Fully remote. You can work from anywhere in Sri Lanka. You will need a stable internet connection and a backup power source (UPS or inverter).

Responsibilities:

• Answer inbound calls, live chats and emails from a queue.
• Notice repeat problems and report them to your team lead.
• Escalate complaints that need a supervisor or another department.
• Call customers back on open issues within the promised timeframe.
• Complete required training and quality coaching sessions.
• Update customer records accurately.
• Look up orders, accounts and shipping status in the CRM and order system.
• Meet targets for handle time, quality score and customer satisfaction.

Who you are:

• 3+ years of customer service, retail, hospitality or call centre experience.
• Must pass a background check.
• High school diploma or GED.

Also helpful:

• Zendesk, Five9 or Genesys experience.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Benefits:

Rate: LKR 67,000-LKR 87,000 per month

• Medical insurance for you and your family.
• Company laptop.
• Internet allowance.
• EPF and ETF contributions.

We may close this posting early once we have enough applications.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Samarasinghe Cloud.