As a Sinhalese Customer Support Executive, your primary responsibility will be to deliver outstanding customer support to Sinhalese-speaking customers. This includes handling customer queries, troubleshooting issues, and providing effective solutions in a timely and professional manner across multiple channels such as phone, email, live chat, and social media.
Customer Interaction: Handle customer inquiries, complaints, and feedback in Sinhala via phone, email, live chat, and social media, ensuring clear and effective communication.
Issue Resolution: Resolve customer issues by providing appropriate solutions or escalating complex cases to the relevant departments, maintaining high levels of customer satisfaction.
Product Knowledge: Keep up to date with the company’s products, services, and policies to ensure you provide accurate information to customers.
Record Keeping: Accurately log customer interactions and track resolutions in the customer relationship management (CRM) system.
Follow-Up: Perform follow-up tasks to ensure customer satisfaction and inform customers of the status of their issues or requests.
Collaboration: Work closely with the technical support, sales, and product teams to ensure customers receive the best service and support possible.
Quality Assurance: Ensure every interaction with customers reflects the company’s high standards of professionalism and service quality.
Feedback and Improvement: Collect feedback from customers to identify areas for improvement in service and communicate these insights to the relevant teams for process optimization.
Requirements
Fluency in Sinhalese (both written and spoken) is essential; proficiency in English is also required.
Customer Support Experience: Minimum of 1-2 years in a customer service role, preferably in a call center, help desk, or customer-facing environment.
Excellent Communication Skills: Strong verbal and written communication skills in Sinhala, with the ability to explain complex concepts in a simple, easy-to-understand manner.
Problem-Solving Skills: Strong analytical skills to identify issues and provide quick and effective solutions to customer problems.
Tech-Savvy: Comfort and proficiency in using customer support software, CRM tools, and other digital platforms to track and resolve customer inquiries.
Customer-Focused: A passion for providing exceptional customer service and building long-lasting customer relationships.
Attention to Detail: Ability to maintain accuracy while handling customer data, logging interactions, and ensuring follow-up actions are taken.
Adaptability: Ability to handle a wide variety of customer issues and adjust to a fast-paced, dynamic work environment.
- Previous experience in customer service within [industry, e.g., e-commerce, telecommunications, IT].
- Familiarity with customer support software (e.g., Zendesk, Freshdesk, Salesforce).
- Knowledge of additional languages is an advantage.
