Customer Experience Specialist – Sumathi Group

Job Overview

Sumathi Holdings (Pvt) Ltd is seeking a Customer Experience Specialist to handle customer interactions and ensure a high-quality service experience across multiple communication channels. This role is ideal for individuals passionate about customer service and communication.

Job Title

Customer Experience Specialist

Company

Sumathi Holdings (Pvt) Ltd (BETSS Platform)

Job Location

Colombo 03, Sri Lanka

Job Type

Full-Time

Job Description

BETSS, powered by Sporting Star under Sumathi Holdings, is a leading online gaming and betting platform in Sri Lanka. The company is looking for a Customer Experience Specialist to manage customer inquiries, provide accurate solutions, and ensure a smooth and professional customer journey.

The selected candidate will handle communications through calls, emails, WhatsApp, Messenger, and other digital platforms while maintaining high service standards.

Key Responsibilities

• Handle customer inquiries via calls, emails, WhatsApp, Messenger, and other channels
• Provide accurate information and appropriate solutions to customer queries
• Record and maintain customer interactions, complaints, and resolutions in the system
• Escalate complex issues to relevant departments and follow up until resolution
• Coordinate with internal teams to ensure smooth service delivery
• Maintain confidentiality and professionalism when handling customer data
• Support achievement of service quality, response time, and customer satisfaction targets

Requirements

• Successfully completed GCE Advanced Level or equivalent qualification
• Strong communication skills in Sinhala and English (Tamil is an added advantage)
• Good computer literacy and familiarity with MS Office and customer service systems
• Strong customer service mindset with good listening and problem-solving skills
• Ability to manage multiple customer inquiries efficiently
• Willingness to work on a roster basis including nights, weekends, and public holidays
• Previous experience in call centers, CRM, hospitality, or customer service is an added advantage
• School leavers are encouraged to apply

Salary & Benefits

• Competitive remuneration package
• Professional and supportive working environment
• Career advancement opportunities within a well-established corporate group
• Additional fringe benefits

How to Apply

Send your CV to:
careers@sumathi.com

Company Overview

Sumathi Holdings (Pvt) Ltd is a well-established corporate group in Sri Lanka operating across multiple industries. BETSS, powered by Sporting Star, is its innovative digital platform offering secure and engaging online gaming experiences.