Senior Customer Service Advisor

Our practices cover strategy, operations, technology implementation, risk and human capital. We started in 1973 and have grown to about 430 people.

The position:

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Remote, open to candidates across Sri Lanka. You will need a stable internet connection and a backup power source (UPS or inverter).

Key responsibilities:

• Update customer records accurately
• Transfer calls to the right department with a warm handoff
• Answer inbound calls, live chats and emails from a queue
• Complete required training and quality coaching sessions
• Process returns, exchanges, refunds and address changes
• Look up orders, accounts and shipping status in the CRM and order system
• Follow scripts and required disclosures on recorded lines
• Meet targets for handle time, quality score and customer satisfaction

Minimum qualifications:

• 5-7 years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• Clear speaking voice and good listening skills
• Reliable attendance. Schedule adherence is tracked

Salary range: LKR 78,000 - LKR 100,000 a month

What you get:

• Flexible schedule

Duration: 3 months. Start: Immediately.

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