Senior Customer Service Executive – Payable (Pvt) Ltd

Payable (Pvt) Ltd is hiring a Senior Customer Service Executive to deliver exceptional support across its digital payment ecosystem. This role involves handling escalations, mentoring team members, and ensuring high-quality customer experience in a fast-growing fintech environment.

💼 Job Title

Senior Customer Service Executive

🏢 Company

Payable (Pvt) Ltd

📍 Job Location

Colombo 03, Sri Lanka

⏰ Job Type

Full-Time

📖 Job Description

Payable is looking for a skilled and experienced Senior Customer Service Executive to manage customer interactions, resolve escalations, and support contact centre operations. The role requires strong communication, leadership abilities, and experience in handling customer service KPIs in a fintech or service environment.

📌 Key Responsibilities

• Handle inbound & outbound calls, emails, and chats professionally
• Resolve complex customer issues and escalations within SLAs
• Act as a Subject Matter Expert (SME) and support junior agents
• Coach and mentor contact centre team members 👨‍🏫
• Monitor KPIs such as AHT, FCR, CSAT, QA, shrinkage & adherence
• Use CRM systems to track and manage customer interactions
• Coordinate with internal teams (Operations, Tech, Sales, Compliance)
• Identify recurring issues and suggest improvements
• Support team leaders during peak hours and escalations
• Ensure compliance with company quality and service standards

🎓 Candidate Profile

✔️ Educational Qualifications

• Diploma or professional qualification in Customer Service, Business Management, or related field (preferred)

✔️ Experience

• 2 – 4 years experience in a contact centre / customer service role
• Experience as Senior Agent / SME / Acting Team Lead is an advantage

✔️ Skills & Requirements

• Strong experience in inbound & outbound call handling 📞
• Knowledge of CRM systems and call centre tools
• Experience in escalation & complaint management
• Strong understanding of KPIs & SLAs
• Excellent communication in Sinhala & English
• Analytical thinking and problem-solving skills
• Ability to handle pressure and multitask

⭐ Nice to Have

• Experience in fintech / digital payments / merchant services
• Exposure to coaching or mentoring teams
• Familiarity with quality monitoring frameworks

🎁 Salary & Benefits

• Competitive salary package 💰
• Career growth in a leading fintech company 🚀
• Exposure to modern digital payment systems

📩 Method of Application

📧 Email: careers@payable.lk

📌 Apply within 14 days and mention “Senior Customer Service Executive” in the subject line.