Customer Experience Associate

About the role

The Customer Experience Associate will handle customer enquiries through calls, live chat, and email, providing accurate information and resolving routine issues to ensure a positive experience.

Key responsibilities

• Handle inbound calls, live chats, and emails professionally.
• Provide accurate information about products and services.
• Respond to customer enquiries and resolve routine issues.
• Identify customer needs and deliver clear, customer‑focused solutions.
• Escalate complex issues to relevant teams when required.
• Maintain accurate records of customer interactions.
• Follow approved service procedures, quality standards, and escalation processes.
• Collaborate with internal teams to resolve customer issues.
• Learn and effectively use customer service systems and operational processes.

Required profile

• Strong communication and interpersonal skills.
• Fluency in English and Sinhala; Tamil is a plus.
• Basic computer literacy and ability to learn new systems.
• Positive, professional, and customer‑focused attitude.
• Ability to handle multiple customer interactions accurately.
• Willingness to work roster‑based shifts.