Senior Customer Service Advisor

The position

This role opened up after a team member moved internally. Colombo Technology Group is hiring for its Orders team in Colombo. Full-time and part-time shifts available. This role is fully remote within Sri Lanka. Most communication happens in Slack, with short video calls when needed.

Your responsibilities

• Document every interaction in Zendesk or Salesforce Service Cloud.
• Meet targets for handle time, quality score and customer satisfaction.
• Transfer calls to the right department with a warm handoff.
• Look up orders, accounts and shipping status in the CRM and order system.
• Notice repeat problems and report them to your team lead.
• Escalate complaints that need a supervisor or another department.

What we're looking for

• 5+ years of customer service, retail, hospitality or call centre experience.
• Comfortable using multiple screens and systems at the same time.
• Clear speaking voice and good listening skills.

Schedule: Four 10-hour shifts, rotating weekend day

What you get

Rate: LKR 46,000 to LKR 57,000 per month

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

A bit about us

Large rollouts are routine here, such as imaging 12,000 laptops for a state agency over one summer. Our field services team covers retail chains, hospitals and banks, dispatching technicians to over 4,000 sites.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Colombo Technology Group.