Customer Experience Executive

Customer Experience Executive – Singer (Sri Lanka) PLC

Job Overview

Singer (Sri Lanka) PLC is inviting applications for the position of Customer Experience Executive. This is an excellent opportunity for customer-focused professionals who are passionate about delivering outstanding service and enhancing customer satisfaction. The successful candidate will support front-end service operations, resolve customer concerns efficiently, and contribute to continuous improvements in customer experience at the Maharagama Service Centre.

Position Details

Job Title: Customer Experience Executive

Company: Singer (Sri Lanka) PLC

Job Category: Customer Service & BPO, Private Jobs

Job Type: Full Time

Job Location: Colombo District, Sri Lanka

Company Overview

Singer (Sri Lanka) PLC is one of Sri Lanka’s most trusted and recognized retail brands, offering a wide range of consumer electronics, home appliances, furniture, and lifestyle products. With a strong commitment to innovation, customer satisfaction, and service excellence, Singer continues to provide rewarding career opportunities and a dynamic work environment for talented professionals.

Qualifications & Experience

• Higher National Diploma (HND) or Bachelor’s Degree in Engineering, Management, or an equivalent qualification.
• Minimum of 3 years of experience in a customer service or customer experience role.
• Previous managerial or supervisory exposure will be an added advantage.
• Excellent communication skills in Sinhala and English.
• Proficiency in Tamil will be considered an added advantage.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency in Microsoft Office, particularly Advanced Microsoft Excel, and CRM systems.
• Ability to work under pressure while managing multiple customer cases effectively.

Key Responsibilities

• Serve as the primary point of contact for customers, ensuring professional and empathetic handling of inquiries, complaints, and service requests.
• Resolve customer issues within defined service level standards and turnaround times.
• Coordinate with internal departments to escalate and resolve complex customer cases efficiently.
• Monitor customer feedback, service performance, and customer satisfaction trends.
• Support customer journey mapping and process improvement initiatives.
• Contribute to quality assurance activities and prepare management reports.
• Build and maintain strong relationships with customers, including corporate and VIP clients.
• Deliver exceptional customer service while supporting continuous service excellence initiatives.

Required Skills

• Customer service and customer experience management.
• Complaint handling and conflict resolution.
• CRM systems and customer relationship management.
• Advanced Microsoft Excel and Microsoft Office.
• Communication and interpersonal skills.
• Analytical thinking and problem-solving.
• Decision-making abilities.
• Time management and multitasking.
• Quality assurance and process improvement.
• Teamwork and customer-focused mindset.

Salary & Benefits

• Attractive remuneration package.
• Career advancement opportunities within Singer (Sri Lanka) PLC.
• Professional training and continuous development programs.
• Dynamic and customer-focused working environment.
• Employee benefits in accordance with company policies.

How to Apply

Email: careers@singersl.com

Please send your updated CV to the above email address.

Important Notes

• Only shortlisted candidates will be contacted for interviews.
• A minimum of 3 years of experience in customer service or customer experience is required.
• Experience with CRM systems and Advanced Microsoft Excel will be considered an added advantage.
• Proficiency in Tamil will be an added advantage.
• The work location for this position is Colombo District, Sri Lanka.