Senior Customer Service Advisor

More than 300 employees work on the product, from search ranking to fraud detection. Advertising, subscriptions and transaction fees each bring in a significant share of revenue.

The role:

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Remote position. Most of the team is in Colombo, but nobody is required to come in. A stable internet connection and a backup power option are required.

Essential duties and responsibilities:

• Meet targets for handle time, quality score and customer satisfaction
• Explain bills and payment options and take payments over the phone
• Answer inbound calls, live chats and emails from a queue
• Notice repeat problems and report them to your team lead
• Follow scripts and required disclosures on recorded lines
• Update customer records accurately
• Look up orders, accounts and shipping status in the CRM and order system
• Transfer calls to the right department with a warm handoff

What you need:

• 5-7 years of customer service, retail, hospitality or call centre experience
• Comfortable using multiple screens and systems at the same time
• Able to sit at a workstation and wear a headset for a full shift
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

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

Salary range: LKR 87,000 - LKR 110,000 per month

Why work with us:

• Medical insurance for you and your family
• Paid leave
• EPF and ETF contributions
• Company laptop
• Internet allowance
• Life insurance

Candidates must be eligible to work in Sri Lanka.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Canalloft Media (Pvt) Ltd.