Customer Support Agent - Sri Lanka
In our Sri Lanka office, we are currently looking for skilled and passionate Customer Success Agents capable of maintaining excellent communication with our local customers in cooperation with the Sales Executive and other colleagues.
The Sri Lanka office is growing and is currently welcoming two new team members. A successful candidate will play a fundamental role in supporting our current local customers. You should have previous experience in the hospitality industry (front office, etc.) and be able to ensure customer satisfaction.
The ideal candidate must be comfortable responding to customer service inquiries from our local clients (calls/emails/chats), working as part of a team, and meeting deadlines.
Responsibilities
- Handle inbound calls, respond to emails and chats with local clients
- Record and classify received Incidents and undertake an immediate effort in resolving issues
- Log all issues /Service Request details
- Owns all Incidents and Service Requests throughout their lifecycle
- Maintain good customer relations
- Keep users informed about the status of their incidents at agreed intervals
- Provide first-line investigation and diagnosis of all incidents and service requests
- Verify resolution with users and resolve incidents in (CRM)
- Escalate Major Incidents to the Level 2 support
- Conduct training sessions for end users
Requirements:
- Prior experience in customer service
- Hospitality Industry experience is a must (min. front office level)
- Should be willing to work on weekends
- Professional level of English, proficiency in Sinhala and Tamil would be added advantage
- Knowledge of remote connection (Ammyy, Teamviewer, Remote Desktop etc.)
- Excellent time management skills and customer service skills
- Strong customer-focus and problem-solving attitude
- Aptitude and patience to update cases with well-written activity reports on a regular-basis and maintain case documentation
- Excellent communication and writing skills
- Skills in planning, organizing, and adapting within a multi-tasking environment
- Able to learn new technologies
- Ability to work independently and under pressure
- Available to travel in short notice
We offer:
- Hybrid work environment
- An attractive remuneration package and career advancement opportunities are on offer
- Laptop
- Cell phone
Apply by sending CV to Shaham Naufer: shaham.naufer@hoteltime.com