Sinhalese Customer Support Executive

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.

Key Responsibilities:

• 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.

Preferred Qualifications:

• 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.