Customer Care Representative
We are looking for a customer-focused Customer Care Representative to handle inbound and outbound calls efficiently and professionally. The ideal candidate will have excellent communication skills, a courteous phone manner, and the ability to manage customer inquiries, provide information, and resolve issues promptly. Prior experience in a call centre or customer service role is preferred.
Qualifications required
Educational Qualifications
High School Certificate (Year 12) or equivalent (minimum requirement)
Certificate or Diploma in Customer Service, Business Administration, or Communication is advantageous
Language Proficiency
Fluent in English (verbal and written)
Multilingual ability is highly valued, especially in Sinhala, Tamil, Hindi, French depending on the client base
Typing Speed
Minimum of 35–45 words per minute (WPM)
Good accuracy and familiarity with CRM or call centre software
Customer Handling Skills
Strong interpersonal and active listening skills
Ability to stay calm under pressure and manage difficult conversations professionally
Empathy and problem-solving mindset
Experience in handling customer complaints and inquiries efficiently
Work Metrics and Performance Expectations
Ability to work in a target-driven environment
Familiarity with metrics such as:
Average Handling Time (AHT)
First Call Resolution (FCR)
Customer Satisfaction Score (CSAT)
Call Quality Scores
Willingness to work in rotational shifts, including weekends and public holidays