Customer Service Team Leader

First Hill Bank is a regional bank with over 200 branches and 280 employees across Western Province. Wealth management, mortgage and treasury services each operate as separate lines of business.

About the role:

The Customer Service Team Leader answers customer calls, chats and emails about orders, billing and account changes. First Hill Bank is hiring for its Orders team in Sri Jayawardenepura Kotte. Full-time and part-time shifts available. Remote, open to candidates across Sri Lanka. A quiet workspace and good internet are required.

Essential duties and responsibilities:

• Complete required training and quality coaching sessions
• Meet targets for handle time, quality score and customer satisfaction
• Explain bills and payment options and take payments over the phone
• Follow scripts and required disclosures on recorded lines
• Look up orders, accounts and shipping status in the CRM and order system
• Call customers back on open issues within the promised timeframe
• Update customer records accurately

Required qualifications:

• 8-10 years of customer service, retail, hospitality or call centre experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked

Nice to have:

• Experience handling escalations
• Zendesk, Five9 or Genesys experience
• Prior billing or insurance call centre work
• Chat support experience

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Why work with us:

• Medical insurance for you and your family
• Paid leave
• Life insurance

We may close the role early, so do not wait too long to apply.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at First Hill Bank.