Our client is a leading software development and technology consulting company based in Sweden and is looking for skilled "Customer Happiness Executives" to join their team in Colombo immediately.

#SALARY: Rs 100,000/- to Rs 120,000/-

#ROLES & RESPONSIBILITIES:

• Customer Service Excellence: Deliver outstanding support by addressing customer inquiries and resolving complaints received through inbound channels. Ensure a seamless and positive experience through timely and effective solutions, followed by outbound follow- ups to ensure customer loyalty.
• Policy Adherence: Follow and uphold customer service procedures, policies, and standards to maintain consistency and quality.
• Goal Achievement: Strive to meet and exceed set customer satisfaction goals, ensuring our customers' needs are consistently met.
• Trend Monitoring and Proposals: Stay informed on industry trends and best practices, and proactively suggest enhancements to improve our customer service operations.
• Key Customers: Engage with key customers and handle second-line customer cases to provide tailored support and solutions.
• Swift Issue Resolution: Provide prompt and accurate assistance to customer inquiries and issues, ensuring quick resolution.
• Customer Follow-Up: Ensure issues are fully resolved and turn complaints into opportunities for delight. Aim to exceed expectations and build long-term loyalty by creating "wow" experiences with every resolution.
• Brand Onboarding: Assist the Sales and Marketing teams in successfully onboarding new brands / clients within established deadlines.
• Feedback Collection: Analyze and understand customer complaints, and relay insights to the Operations team to drive service improvements and reduce future issues.
• Domain Knowledge: Develop and maintain comprehensive domain knowledge to identify issues early and recommend enhancements to the Operations team.
• Cross Collaboration: Collaborate with different teams in the company to achieve the common goal.

#QUALIFICATIONS & EXPERIENCE:

• Customer-Centric Passion: Demonstrate a genuine passion for customer service and a commitment to going the extra mile to deliver the best possible experience.
• Self-Motivation and Persistence: Exhibit a self-driven, persistent attitude, never giving up on achieving customer satisfaction and service excellence.
• Goal-Oriented Enthusiasm: Show eagerness to meet or exceed set goals, continuously striving for personal and team success.
• Communication Skills: Demonstration of excellent written and verbal communication.
• Desirable Skills and Experience: Prior experience in FinTech, and strong problem- solving abilities.

MANPOWER LANKA SOLUTIONS (PVT) LTD.

Recruitment, Executive Search, HR, Outsourcing & Job Seeker Services.

#19 , De Vos Avenue, Bambalapitiya, Colombo 04, Sri Lanka