Executive - Customer Experience & Operational Support | Colombo 5
Location: Colombo 5, Sri Lanka
Company: MegaPay (Pvt) Ltd | Pay&Go
About Us
MegaPay (Pvt) Ltd., operating under the brand name “Pay&Go,” is one of Sri Lanka’s leading outsourced payment collection platforms. We provide reliable, convenient, and secure payment services through our island-wide network of kiosks, Universal Android POS Terminals, Mobile App, and web portal.
About the Role
We’re looking for a proactive and customer-focused Executive – Customer Experience & Operational Support to join our dynamic team. In this role, you’ll be responsible for ensuring seamless customer interactions while maintaining service quality and operational efficiency.
Key Responsibilities
Respond to customer inquiries via phone, email, and chat platforms.
Handle escalated issues professionally and efficiently.
Ensure service quality by providing accurate and complete information.
Adhere to operational KPIs such as AHT (Average Handle Time), ACW (After Call Work), and break adherence.
Record and escalate system or process issues to supervisors when necessary.
Maintain professionalism, empathy, and consistency in every interaction.
Support departmental initiatives to enhance customer satisfaction.
Perform additional tasks assigned by management.
Qualifications & Experience
GCE Ordinary Level / GCE Advanced Level.
A Diploma in Management or a related field will be an added advantage.
1–2 years of experience in a customer service environment preferred.
Skills
Excellent communication and listening skills.
Strong attention to detail and time management.
Ability to thrive in a fast-paced, dynamic environment.
Proficiency in English and Sinhala (Tamil would be an advantage).
Other Details
Probation Period: 6 months
Reports To: Team Leader – Customer Experience & Operational Support
Remuneration: Rs. 40,000 – 55,000 (Negotiable) + Performance Commission
Requirement: Maintain service quality and adherence KPIs.
