Customer Service Representative

**Job Information**:
Job Family

**CSR***

Work Arrangement

**Onsite***

City

**Colombo***

State/Province

**Colombo***

Country

**Sri Lanka***

**Introduction/Brief Desc of the Client/Account**:
**Revolutionize the Internet Experience**

Experience the unparalleled perks of working with a leading telecommunications company, where your career aspirations and personal life seamlessly intertwine. Enjoy a work environment that fosters growth and success while maintaining a healthy work-life balance. Join us in shaping the future of telecommunications as a **Customer Service Representative**, where every day presents new opportunities for professional development and fulfillment. Deliver exceptional customer service, provide technical resolutions, and ensure superior support to our valued customers.
- Here's an overview of this position_

Employment type: Full-time
Shift: 3AM to 12PM
Work setup: Onsite, Colombo 1

**What awaits you in this role?**
- Respond to and resolve customer service queries promptly.
- Escalate unresolved issues appropriately.
- Manage outages and proactively engage with customers.
- Collaborate with internal departments for timely solutions.
- Maintain and update documentation for efficient sharing and retention of information.
- Identify opportunities for process improvements in collaboration with the Support team.
- Resolve customer sales, billing, installation, and provisioning queries and requests promptly, fostering positive customer engagement.
- Escalate unresolved issues and complaints, including technical and maintenance requests, for timely resolution.
- Handle on-call responsibilities to support the floor during weekends and manage the outage management system effectively.
- Ensure outages are managed efficiently, maintaining proactive communication with customers.
- Collaborate with internal departments for timely delivery of solutions and incident resolution.

**What do you need to succeed?**
- Minimum 1-3 years of BPO experience in an Australian Telco campaign preferred.
- Experience in Broadband or Telecommunications campaigns accepted.
- Previous customer service/client services role in the Telco Industry.
- Proficiency in using and understanding new technology.
- Strong ability to build and maintain both internal and client relationships.
- Excellent written and verbal communication skills, including telephone etiquette.
- Proactive approach to achieving successful results.
- Effective time management and organizational skills.
- High attention to detail.
- Ability to adapt and positively influence workplace culture.

**What are the perks you get to enjoy?**
- Competitive Package
- Medical Life Insurance
- Standard government and Emapta benefits
- Well-equipped, modern offices
- Employee engagement activities
- Mentorship opportunities with global leaders

**Whom will you be working with?**

Our client is a pioneering force in the telecommunications industry, dedicated to unleashing the unlimited possibilities of the internet. They are at the forefront of innovation, delivering cutting-edge solutions across consumer, business, and wholesale units. With a focus on experience and technology, our client is not just a utility; they are a catalyst for change. Their commitment to exceptional service, combined with a can-do culture, ensures that they remain a leader in the field, continuously pushing boundaries and redefining the internet experience for all.

**Join us at Emapta, and let your professional journey take flight in the heart of Sri Lankan culture**

As one of the top places in Asia for the BPO industry, the country’s premier talent is one of the best in the Eastern market. Sri Lanka is recognized as Asia’s rising IT and Engineering destination, making Emapta not just your doorway to success but your gateway to tons of international opportunities that will boost your career to new heights - all with the luxury of staying in the cradle of the country’s vibrant heritage.

With a stellar track record and a diverse set of over 700 international clients, Emapta offers a robust foundation for your career growth. For over a decade, we have helped companies adapt to ever-changing market needs by providing access to a wide range of talent, office solutions, and more. Our mission is to hone your skills and help you reach the top in the country. Emapta embodies a culture that encourages innovation, collaboration, and continuous learning. Emapta is more than a workplace; it's a community that understands the importance of a harmonious work-life balance.

EmaptaExperience

**Benefits**:

- SL mandated benefits