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Call Centre Executive

at Softlogic Holdings PLC

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Softlogic is a highly diversified Group of Companies with over 11,000 employees in Sri Lanka and Australia and an annual turnover of approximately LKR 76 Bilion. Softlogic Group is one of the most diversified blue-chip conglomerates in the country and we have built strong, sustainable market leading positions in a range of high growth sectors including ICT, Telecommunications, Healtcare, Retail, Financial Services, Automobiles and Leisure.

Call Centre Executive

 

Job Profile:

  • Manage the call centre team in order to achieve the fullest customer satisfaction.
  • To ensure the call centre operations run smoothly with exceptional call quality and standards provided by the staff on their services rendered.
  • To ensure that all calls are answered in a courteous and timely manner and directed to the relevant departments where necessary first-time resolutions are provided to the customers.
  • Maintain and achieve a soft skill score of 85% overall for the call centre agents.
  • Provide feedback and training to agents to improve on areas highlighted by the Team Leaders or Compliance.
  • Update and review SOP`s on a quarterly basis for all entities concerned.
  • Carry out Audits on the workflow process of the agents and ensure all agents are abiding by the implemented process.
  • Build a sustainable relationship and trustworthiness among the call centre employees in order to make sure their long-term retention.
  • Provide accurate, valid and complete information by keeping productive records on call centre operations for management decision making.

Candidate Profile:

  • Should have a Diploma in Marketing/ IT/ Business Management from a recognized University or Institute.
  • Minimum 02 years of working experience in a similar capacity.
  • Should possess an excellent command of English and Sinhala languages, both oral and writtenTamil language skills will be an added advantage.
  • Should be familiar with MS Office package (MS Word, Excel, PowerPoint and Outlook).
  • Age should be below 35 years.
  • Should be a person with high interpersonal and analytical skills, a committed who can work with minimum supervision and be able to work on flexible working hours.
  • Good leadership qualities and belief in the can-do attitude.
  • Be able to work a 24x07 shift on a roster basis (Ability to work on night shifts & weekends).
  • Accommodation will not be provided, you will require to find your own accommodationCandidates who are living in Nawala and Colombo suburbs are encouraged to apply.

​For those who are interested, please send your CV with a passport size photograph and contact details of two non-related referees immediately to hr@softlogic.lk

Please indicate the position in the subject column when you are applying. An attractive remuneration package with excellent opportunities for career development is on offer for the right candidate.

Softlogic Holdings PLC
No: 14, De Fonseka Place,
Colombo 5.

www.softlogic.lk

 

Valid Until: Apr 01, 2022
Categorized Under:
Call Centre Jobs / Customer Service Jobs