Call Agent

About the role

Kai Group of Companies, a leisure and lifestyle brand in Sri Lanka, is hiring a full-time, on-site Call Agent in Colombo. The agent handles inbound and outbound calls for Kai's hospitality and retail brands, giving guests and customers accurate information on services, reservations, promotions and events.

Key responsibilities

• Respond to guest and customer inquiries and manage bookings
• Record customer details and coordinate with internal teams so service runs smoothly
• Address basic customer concerns and escalate complex issues when needed
• Maintain clear, professional communication and follow established procedures
• Meet performance and quality standards and contribute to a welcoming, brand-aligned experience

Required profile

• Strong verbal and written communication in English; Sinhala and/or Tamil is an advantage
• Customer service and call-handling skills, including active listening, empathy and professional telephone etiquette
• Ability to work on-site in Colombo with a flexible schedule, including weekends and holidays
• Minimum high school diploma or equivalent; further education in hospitality, business or communications is an added advantage
• Previous experience in a call center, hospitality, retail or customer support environment is preferred

Required skills

• Basic computer literacy, working with call management systems, reservation platforms and email
• Organizational and time-management skills to handle multiple inquiries
• Problem-solving and sound judgment for routine issues and escalations