HEAD OF CUSTOMER RELATIONS

Company: NCG Holdings

Location: Polgasowita

About NCG Holdings

NCG Holdings is a diversified mobility and automotive solutions company in Sri Lanka, specializing in passenger and commercial transportation, automotive engineering, and genuine spare parts. As the authorized dealer for Yutong and Sinotruk, NCG combines global expertise with local knowledge and reliable technical support to deliver innovative, high-quality mobility solutions and help advance Sri Lanka’s transportation industry.

Key Responsibilities

Develop and implement customer service SOPs, manage complaints and feedback, and drive service quality improvements across transport operations.

Oversee daily Call Center operations, including inbound and outbound calls, passenger bookings, customer inquiries, and emergency support.

Monitor CCTV systems across buses and depots to ensure driver discipline, passenger safety, and compliance with operational standards.

Lead, train, manage, and evaluate Call Center agents and CCTV monitoring teams to maintain high service standards.

Prepare and analyse daily and monthly reports on customer complaints, incidents, service performance, and improvement initiatives.

Key Requirements

Bachelor’s Degree in Business Administration, Management, Transport Management, or a related field.

Professional qualification in Customer Service, Operations, HR, or a related field will be an added advantage.

8–12 years of experience in customer service, transport operations, or call centre management, including 3–5 years in a senior supervisory or managerial role.

Experience in CCTV monitoring systems, transport safety operations, or similar environments will be preferred.

Strong leadership, communication, problem-solving, customer service, and team management skills, with the ability to handle high-pressure situations effectively.

📍 Location

Polgasowita

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