Customer Care Executive

About the role

The Customer Care Executive will be the primary point of contact for customers, ensuring their requests are handled efficiently and in line with company guidelines. This role involves managing the full service request lifecycle, from allocation to closure, while maintaining a professional relationship with clients.

Key responsibilities

• Handle all front‑facing duties and honour customer requests according to company policies.
• Manage the entire service request lifecycle, including allocation, follow‑up, and closure.
• Collect and analyse customer feedback, report to management, and escalate incidents when necessary.
• Prepare regular reports (monthly, weekly, or on‑demand) as required by the organization.
• Perform ancillary tasks such as ordering parts, monitoring follow‑ups, and managing the return of defective items.

Required profile

• Diploma or Higher Diploma from a recognised institution, with relevant industrial qualifications.
• Minimum of 2 years’ experience in a similar customer‑service role at a reputable company.
• Excellent verbal and written communication skills in English and Sinhala.
• Strong analytical, problem‑solving, and negotiation abilities with a proactive “can‑do” attitude.
• Basic understanding of business functions such as accounting, audit, logistics, inventory, and sales.