Executive - Call Center

About the role

Union Assurance, a life insurance company backed by John Keells Holdings PLC, is looking for an Executive for its call centre. The role ensures world-class service to all callers connected through the hotline, supports department objectives and maintains the organisation's service standards.

Key responsibilities

• Handle inbound and outbound customer calls professionally and courteously.
• Answer enquiries about products, services, policies and processes.
• Resolve complaints and service requests within agreed service standards.
• Maintain accurate records of customer interactions in the relevant systems.
• Follow up on pending enquiries and support customer retention and product promotion.
• Meet individual and team targets for call quality, productivity and customer satisfaction.
• Escalate complex issues and track their resolution.
• Contribute to continuous improvement by giving customer feedback.

Required profile

• Bachelor's degree from a recognised university.
• At least 2 years of experience in customer care management, front line, service desk or call centre.
• Good telephone ethics and customer service experience.
• Excellent command of English and Sinhala; fluency in Tamil is an added advantage.

Required skills

• Basic knowledge of competitors' products and trends in the Sri Lankan life insurance market.
• Fair understanding of the insurance regulatory framework.
• Negotiation skills and ability to work under pressure.