PAYable, Sri Lanka’s leading payment technology company serving over 40,000 merchants across card-present, card-not-present, mPOS, and digital payment channels, is looking for a dynamic and experienced professional to join our team as:
Manager – Customer Service (Call Center Operations)
Key Responsibilities
• Monitor and improve call quality and customer interactions.
• Manage customer support tickets and ensure timely issue resolution.
• Handle customer complaints, escalations, and conflict resolution effectively.
• Oversee customer engagement across calls, emails, and social media platforms.
• Support and coach customer service agents while monitoring team performance and productivity.
• Conduct call audits and maintain quality assurance standards.
• Prepare reports, track KPIs, and recommend process improvements.
• Coordinate with internal departments to ensure seamless customer service delivery.
• Develop customer support policies, procedures, and training initiatives.
• Manage customer support systems and drive continuous service improvements.
Requirements
• Bachelor’s Degree or Diploma in a relevant field.
• Minimum 3–5 years of experience in a similar role.
• Excellent communication and customer relationship skills.
• Strong leadership, problem-solving, and organizational abilities.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Good knowledge of MS Office applications and customer support systems.
• Positive attitude with a passion for delivering excellent customer service.
Join PAYable and be part of an innovative fintech company driving the future of digital payments in Sri Lanka.
