Customer Experience Executive

Role Overview

As a Customer Experience Executive at Singer (Sri Lanka) PLC, you will enhance front-end service operations at our Maharagama Service Centre by ensuring exceptional customer experiences. You will be responsible for:

• Serving as the primary point of contact for customers, handling inquiries, complaints, and service issues professionally and empathetically.
• Ensuring timely and effective resolution of customer issues according to defined service level standards.
• Coordinating with internal teams to escalate and resolve complex customer cases efficiently.
• Monitoring service performance, customer feedback, and service trends to identify improvement opportunities.
• Supporting customer journey mapping, process improvements, quality assurance, and management reporting to enhance the overall customer experience.

Personal Profile

• Higher National Diploma or Degree in Engineering, Management, or an equivalent qualification.
• Minimum 3+ years’ experience in a customer service or customer experience role (managerial exposure is an added advantage).
• Strong communication skills in Sinhala and English; Tamil proficiency will be an added advantage.
• Strong analytical, problem-solving, and decision-making skills with proficiency in MS Office (Advanced Excel) and CRM systems.

•Ability to work under pressure, manage multiple cases, maintain a positive attitude, and build strong customer relationships, including corporate and VIP customers.