Responsibilities
• Answer incoming calls and respond promptly to customer complaints
• Record complaint details accurately in the system
• Provide information and resolve issues whenever possible
• Escalate Unresolved complaints to the relevant departments for future action
• Follow up with customers until their issues are fully resolved
• Maintain a calm, courteous, and professional attitude in all interactions
• Update customers on the progress and final outcome of their complaints
Requirements
• Excellent verbal and written communication skills
• Strong problem – solving and decision – making abilities
• Good computer literacy and data entry accuracy
• Ability to remain calm under pressure and manage difficult customers effectively
• Fluency in Sinhala and English (Tamil language proficiency will be an added advantage)
