Call Agent – Customer Service (Colombo)

About the role

The Call Agent will join Kai Group’s hospitality and retail portfolio in Colombo, handling both inbound and outbound telephone interactions. This full‑time, on‑site position focuses on delivering accurate information, assisting with reservations, and ensuring a positive brand experience for guests.

Key responsibilities

• Answer and place calls related to reservations, customer inquiries, and brand information across all Kai venues.
• Provide timely and accurate details about services, events, and promotions.
• Assist guests with booking, modifying, or cancelling reservations and direct calls to the appropriate department when necessary.
• Document all interactions in internal systems and follow established call‑handling procedures.
• Escalate issues according to company guidelines and support promotional campaigns.
• Maintain a professional and courteous tone to uphold Kai Group’s brand image.

Required profile

• Strong verbal communication and clear telephone etiquette.
• Excellent listening, conflict‑resolution, and customer‑service skills.
• Organizational ability to manage multiple calls and follow‑ups efficiently.
• Availability to work full‑time on‑site in Colombo, including weekends or shift‑based hours.
• Prior experience in call‑center, hospitality, or customer‑facing roles is an advantage.
• Proficiency in English; knowledge of Sinhala and/or Tamil is highly beneficial.

Required skills

• Basic computer literacy.
• Experience with call‑management, reservation, and CRM software.
• Ability to navigate internal documentation systems.