Customer Care Assistant-Singer (Sri Lanka) PLC

Job Description

Job Title: Customer Care Assistant

Location: Colombo

Job Type: Full-time

Reports To: Customer Service Supervisor / Manager

Job Summary:

We are looking for a friendly, empathetic, and solution-oriented Customer Care Assistant to join our team. In this role, you will be the first point of contact for our customers, responsible for resolving inquiries, providing product/service information, and ensuring a positive customer experience through excellent service and communication.

Key Responsibilities:

• Respond to customer inquiries via phone, email, chat, or in person in a professional and timely manner
• Provide accurate information regarding products, services, policies, and procedures
• Handle customer complaints or issues efficiently and escalate when necessary
• Maintain customer records and update account information as needed
• Follow up with customers to ensure their issues are resolved to satisfaction
• Collaborate with other departments (e.g., sales, technical support) to resolve complex cases
• Process orders, forms, applications, and requests
• Meet performance metrics such as response time, resolution rate, and customer satisfaction. Stay informed about new products, services, and policies

Qualifications:

• High school diploma or equivalent (required); college diploma preferred
• Prior customer service or call center experience is an advantage
• Excellent communication and interpersonal skills
• Strong problem-solving and active listening abilities
• Comfortable using CRM systems, email platforms, and other customer service tools
• Ability to multitask and remain calm under pressure Positive, empathetic, and customer-focused attitude

Work Conditions:

• Office or call center environment (or remote)

• Shift-based work, may include weekends or holidays depending on business needs

• Prolonged periods of sitting and using communication tools (phone, computer)