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 supervise communication quality, guide the team, and ensure a smooth, high-standard client experience across all phone, WhatsApp, and online channels.
Key Responsibilities
* Monitor and enhance customer care quality across calls, WhatsApp, and messaging channels.
* Train, guide, and mentor junior staff on communication standards, scripts, etiquette, and service flow.
* Handle escalated, high-priority, or sensitive client inquiries with professionalism and tact.
* Assist with daily scheduling, coordination of inquiries, and workflow management within the customer care team.
* Work closely with the CRM & Sales Manager to improve lead handling efficiency, communication quality, and follow-up processes.
* Ensure the team maintains accurate and up-to-date CRM logs, communication notes, and client history.
* Support operational improvements and help maintain a smooth, service-driven client experience.
Requirements
* 2–4 years of customer service or call-center experience (real estate experience is an advantage).
* Excellent spoken English and high-level communication etiquette.
* Strong leadership, coaching, and team-support skills.
* Ability to multitask, stay organized, and manage high call/message volumes under pressure.
* Proactive, responsible, 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 results and leadership determine how fast you advance.
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 to +94 77 663 5926.
