Senior Customer Service Executive

Senior Customer Service Executive – Payable (Pvt) Ltd

Job Overview

Payable (Pvt) Ltd is looking for an experienced Senior Customer Service Executive to join its Customer Experience team in Colombo. This full-time role is ideal for professionals with contact centre experience, customer complaint handling expertise, and strong leadership skills. The successful candidate will play a key role in delivering exceptional customer support across Payable’s digital payment ecosystem while mentoring junior team members and ensuring service excellence.

Position Details

Job Title: Senior Customer Service Executive
Company: Payable (Pvt) Ltd
Location: Colombo, Sri Lanka
Job Type: Full-Time
Industry: FinTech / Digital Payments / Financial Services
Job Category: Customer Service, Contact Centre, Customer Support, Private Jobs

Company Overview

Payable (Pvt) Ltd is one of Sri Lanka’s leading fintech companies, serving over 40,000 merchants nationwide. The company delivers innovative digital payment solutions that help businesses and consumers enjoy seamless, secure, and efficient financial transactions.

Job Summary

The Senior Customer Service Executive is responsible for providing exceptional support to merchants and customers across Payable’s digital payment platforms, including mPOS, WPOS, SoftPOS, IPG, and Instant Settlement. The role involves handling customer escalations, mentoring junior agents, monitoring contact centre KPIs, and ensuring every customer interaction reflects Payable’s commitment to quality, reliability, and customer satisfaction.

Key Responsibilities

• Handle inbound and outbound customer calls, emails, and chats professionally.
• Resolve complex customer escalations and complaints within agreed service levels.
• Act as a Subject Matter Expert (SME) on Payable products and processes.
• Coach, mentor, and provide on-floor guidance to junior contact centre agents.
• Monitor and improve key contact centre KPIs, including:
  • Average Handle Time (AHT)
  • First Call Resolution (FCR)
  • Quality Assurance (QA)
  • Customer Satisfaction (CSAT)
  • Shrinkage
  • Adherence
• Use CRM systems and contact centre tools to log, track, and follow up on customer issues.
• Coordinate with Operations, Technology, Sales, and Compliance teams to resolve merchant issues.
• Identify recurring customer issues and recommend process or product improvements.
• Support team leaders during peak hours, escalations, and while acting in leadership capacities.
• Ensure compliance with Payable’s quality standards, regulatory requirements, and customer experience guidelines.

Candidate Requirements

Educational Qualifications

• Diploma or professional qualification in:
  • Customer Service
  • Business Management
  • Or a related discipline (preferred but not mandatory).

Essential Skills

• 2–4 years of contact centre or customer service experience.
• Experience as a Senior Agent, Subject Matter Expert (SME), or Acting Team Leader.
• Strong experience handling inbound and outbound customer interactions.
• Customer escalation and complaint management skills.
• Experience using CRM systems.
• Familiarity with contact centre tools and dialer systems.
• Good understanding of KPIs such as:
  • SLA
  • AHT
  • FCR
  • QA
  • CSAT
  • Shrinkage
  • Adherence
• Excellent communication skills in English and Sinhala.

Preferred Qualifications

• Experience in:
  • FinTech
  • Digital Payments
  • Merchant Services
• Previous coaching or mentoring experience.
• Familiarity with quality monitoring and customer service performance frameworks.

Required Skills

• Customer Service
• Customer Support
• Contact Centre Operations
• CRM Systems
• Complaint Resolution
• Escalation Management
• Merchant Support
• Team Coaching
• Mentoring
• Subject Matter Expert (SME)
• Call Centre Operations
• Quality Assurance (QA)
• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• SLA Management
• Communication Skills
• Problem Solving
• Digital Payments
• FinTech

Salary & Benefits

• Attractive remuneration package.
• Career advancement opportunities within Sri Lanka’s leading fintech company.
• Continuous professional training and development.
• Exposure to modern digital payment technologies.
• Collaborative and performance-driven work environment.

How to Apply

Interested candidates should send their updated CV to:

Email: careers@payable.lk

Application Deadline: Apply within 14 days and mention Senior Customer Service Executive in the email subject line.

Company Information

Company: Payable (Pvt) Ltd
Address: 4th Floor, Huejay Court, No. 32, Sir Mohamed Macan Marker Mawatha, Colombo 03, Sri Lanka
Website: www.payable.lk
Telephone: +94 11 759 0580

Important Notes

• Candidates with experience in contact centres, fintech, merchant services, or digital payments will have a strong advantage.
• Previous experience in mentoring, coaching, or acting in leadership roles is highly desirable.
• Only shortlisted candidates will be contacted.