Customer Service Representative

About the role

Synergy Franchise Management supports and manages franchise operations across diverse industries, working closely with franchise owners to streamline processes, strengthen brand standards and improve customer experience. It is hiring a full-time, on-site Customer Service Representative based in Galle.

Key responsibilities

• Respond to customer inquiries in person, giving clear and courteous information about products, services and franchise processes.
• Resolve customer issues and handle complaints, escalating complex concerns to the right team members.
• Maintain accurate records of customer interactions.
• Update customer data and follow up on pending requests.
• Coordinate with internal departments to ensure timely resolutions.
• Support customer experience initiatives and adhere to company policies.

Required profile

• Strong customer-facing skills, including customer service, customer support and customer satisfaction.
• Ability to improve the customer experience through active listening, empathy and solution-oriented communication.
• Previous experience in a Customer Service Representative or similar role in retail, hospitality or franchise settings is an advantage.
• Excellent verbal and written communication in English; additional languages are a plus.
• High level of professionalism, reliability and attention to detail with customer information.
• Ability to work on-site in Galle, manage time effectively and collaborate with cross-functional teams.

Required skills

• Proficiency in basic computer applications.
• Familiarity with customer relationship management (CRM) tools.