About Us
AKARA Apartments is a fast-growing luxury real estate agency in Colombo, known for delivering exceptional client experiences and maintaining a high-performance, collaborative environment driven by a young and ambitious team. Our Customer Care division plays a vital role in shaping the first impression and overall journey of every client.
The Role
We're looking for an experienced Senior Customer Care Executive to oversee communication quality, support the Customer Care team, and ensure a consistently high standard of client service across all phone, WhatsApp, email, and online communication channels.
Key Responsibilities
• Monitor and maintain customer care quality across phone calls, WhatsApp, email, and messaging platforms.
• Provide day-to-day guidance and support to Customer Care Executives on communication standards, service etiquette, and client handling.
• Handle escalated, high-priority, or sensitive customer inquiries with professionalism and sound judgment.
• Assist in coordinating daily inquiries, customer appointments, and workflow within the Customer Care team.
• Work closely with the CRM & Sales Manager to improve lead handling, follow-up quality, and overall customer experience.
• Ensure accurate CRM records, communication logs, and customer history are consistently maintained.
• Monitor follow-up activities to ensure timely responses and excellent service delivery.
• Identify opportunities to improve customer service processes and contribute to operational excellence.
Requirements
• 3–4 years of customer service, customer care, or call center experience (real estate experience is an advantage).
• Excellent spoken English with exceptional communication and customer handling skills.
• Strong leadership, coaching, and team support abilities.
• Ability to multitask, prioritize work, and manage high inquiry volumes under pressure.
• Experience using CRM systems and maintaining accurate customer records.
• Proactive, responsible, highly organized, and committed to maintaining service excellence.
Remuneration
AKARA offers a competitive basic + performance-based remuneration package, with monthly incentives tied to service KPIs, communication quality, and overall contribution.
Growth Path
Career development at AKARA is clear, rewarding, and entirely performance-driven. Your leadership, performance, and contribution determine how quickly you advance into supervisory and management roles.
Join AKARA
Become part of a high-energy, service-driven environment where your leadership and communication excellence directly enhance the client journey and contribute to the company's success.
If you feel you are the right fit for this opportunity, we'd love to hear from you. Please apply through "Apply Now" on this advert or send your CV to hr@akaraapartments.lk or WhatsApp +94 77 994 3578.
