Customer Experience Executive

Role Purpose To deliver exceptional customer experiences as the primary contact for inquiries, complaints, and service issues. The role focuses on timely issue resolution, front-end service operations support, and ongoing service improvement across customer touchpoints. The position is based in Colombo, Sri Lanka, with responsibilities aligned to Singer Sri Lanka’s service centre network. Key Responsibilities - Act as the primary point of contact for customers, handling inquiries, complaints, and service issues with professionalism, empathy, and courtesy. - Ensure timely and effective resolution of customer issues in line with defined service level standards and turnaround times. - Coordinate with internal teams to escalate and resolve complex cases efficiently; monitor progress and ensure timely closure. - Monitor service performance, collect customer feedback, and analyze service trends to identify improvement opportunities. - Support customer journey mapping, process improvements, quality assurance, and management reporting to enhance the overall customer experience. - Build and maintain strong relationships with customers, including corporate and VIP accounts, and provide proactive updates as needed. - Ensure accurate documentation of cases in the CRM and adherence to data privacy and company policies. - Contribute to training, knowledge sharing, and continuous improvement initiatives within the front-end service operations. - Perform other duties as required by the supervisor or department head. Required Qualifications & Experience - Higher National Diploma or Degree in Engineering, Management, or an equivalent qualification. - Minimum 3+ years’ experience in a customer service or customer experience role (managerial exposure is an added advantage). - Strong communication skills in Sinhala and English; Tamil proficiency will be an added advantage. - Strong analytical, problem-solving, and decision-making skills. - Proficiency in MS Office (Advanced Excel) and CRM systems. - Ability to work under pressure, manage multiple cases, maintain a positive attitude, and build robust customer relationships, including corporate and VIP customers. Required Skills - Excellent verbal and written communication in Sinhala and English; clear, professional, and customer-focused. - Customer-centric mindset with demonstrated empathy and professionalism. - Strong multitasking and time-management abilities; ability to prioritise has been demonstrated in demanding environments. - Analytical thinking and data-driven decision making. - Proficiency with CRM platforms and advanced Excel skills. - Relationship management and stakeholder engagement; ability to collaborate with cross-functional teams. Desirable Skills - Tamil language proficiency. - Experience in customer journey mapping or process improvement projects. - Knowledge of service management, quality assurance processes, or related frameworks. - Proactive problem-solving with project coordination experience. - Data analysis and reporting skills to support management insights. What We Offer - Competitive salary and benefits aligned with Singer Sri Lanka policies. - Opportunities for career growth and professional development within the organization. - Training and development programs to enhance customer experience capabilities. - Health insurance coverage and leave entitlements as per company policy; statutory holidays. - Employee discounts on Singer products and services. - A supportive, inclusive work environment with a strong brand reputation as Sri Lanka’s best brand.