Customer Experience Associate

About the role

The Customer Experience Associate provides accurate, friendly and timely support to customers via inbound calls, live chat and email, acting as a trusted connection between users and a tech‑driven digital lottery platform in Sri Lanka.

Key responsibilities

• Handle inbound customer calls, live chats and emails professionally and with care.
• Provide accurate information and support related to products and services.
• Resolve routine enquiries and basic issues following established procedures and service standards.
• Escalate complex matters to the appropriate teams and follow escalation processes.
• Maintain accurate and complete records of customer interactions in the relevant systems.
• Collaborate with team members and internal departments to ensure effective issue resolution.

Required profile

• Strong communication and interpersonal skills in English and Sinhala; Tamil is a plus.
• Excellent verbal and written communication, good listening, questioning and problem‑solving abilities.
• Positive, professional and customer‑focused attitude with the ability to handle multiple interactions.
• Basic computer literacy and willingness to learn new systems.
• Ability to work in a roster‑based shift environment.
• At least one year of customer service or call‑centre experience is an advantage.