Customer Experience Associate (Associate / Senior Associate)

About the role

We are looking for enthusiastic Customer Experience Associates to join a UK health services client’s team in Dematagoda. You will be the first point of contact for customers, handling enquiries via phone and email while ensuring a smooth journey.

Key responsibilities

• Answer customer calls and emails as the first point of contact.
• Provide timely, accurate and professional support to enquiries.
• Manage customer requests and coordinate processes throughout the journey.
• Perform data entry, transaction processing and documentation with high accuracy.
• Meet defined SLAs and quality standards.
• Maintain accurate records, data integrity and confidentiality.
• Identify and appropriately escalate issues.
• Maintain clear documentation and audit trails.
• Collaborate with colleagues to deliver a consistent customer experience.
• Identify opportunities to improve processes and overall experience.
• Participate in training and continuous upskilling initiatives.

Required profile

• Excellent verbal and written English communication skills.
• Strong customer‑service orientation.
• Good typing speed and accuracy.
• Basic computer literacy and proficiency with MS Office.
• A positive, respectful and professional attitude.
• Team‑player mindset with willingness to learn.

Required skills

• Microsoft Excel
• Microsoft Word
• MS Office suite

What we offer

• Working hours: 12:30 PM – 9:30 PM.
• Home‑drop transport and dinner provided.