Customer Support Specialist

About the role

The Customer Support Specialist will be the first point of contact for customers of Ministry of Beauty, handling inquiries across phone and messaging channels. You will ensure a positive experience by providing accurate product information, troubleshooting basic issues, and documenting each interaction.

Key responsibilities

• Answer phone calls and messages from customers promptly.
• Provide detailed information about beauty and wellness products.
• Troubleshoot basic technical, order‑related, or product questions.
• Record all customer interactions in internal systems.
• Escalate complex cases to relevant internal teams and follow up on open tickets.
• Gather feedback and suggest improvements to the customer service process.

Required profile

• Strong customer‑service mindset with empathetic, solution‑oriented communication.
• Excellent interpersonal skills and ability to manage challenging conversations.
• Clear spoken and written communication in local languages and English.
• Reliability, punctuality, and ability to work full‑time on‑site in Matara.
• Prior experience in customer service, retail, or beauty/wellness is an advantage.
• Basic computer literacy and familiarity with support software.

Required skills

• Experience with CRM tools or customer support software.