Customer Services Executive

Customer Services Executive – Operations & Support

We are seeking a motivated and detail-oriented Customer Services Executive to join our operational team. In this role, you will be a vital link between our customers and our internal departments, ensuring that every inquiry is handled with professional precision. You will blend frontline communication with backend operational support, utilizing ERP systems and cross-functional coordination to maintain our high standards of service excellence and customer satisfaction.

The Role: Operational Excellence & Client Relations

As a Customer Services Executive, you will manage the full lifecycle of a service request, from initial contact to final resolution.

• Inquiry Management: Act as the first point of contact, providing prompt, professional, and accurate responses to a diverse range of customer inquiries.

• Operational Support: Support the daily workflows of the Customer Service Department, ensuring all administrative and operational tasks are executed seamlessly.

• Data Integrity: Maintain meticulous records of all customer interactions, service requests, and resolutions within our internal databases.

• Cross-Functional Coordination: Collaborate closely with internal departments to troubleshoot and resolve complex customer concerns efficiently.

• System Integration: Assist in processing and updating vital service information within the ERP system , ensuring data accuracy across the organization.

• Proactive Follow-up: Take ownership of customer requests, ensuring timely follow-ups and closing the loop on all outstanding service issues.

• Service Delivery: Contribute to the continuous improvement of our service standards through effective communication and a customer-centric approach.

Your Profile

We are looking for a proactive team player with strong problem-solving abilities and the technical aptitude to navigate modern business systems.

• Communication: Good proficiency in English , with the ability to communicate clearly and professionally in both written and spoken forms.

• Technical Skills: * Basic computer literacy and comfort with standard office applications (Excel, Word, Outlook).

  • Working knowledge or prior experience with an ERP system is considered a significant added advantage.

• Experience: Prior experience in a formal customer service or client-facing role is preferred.

• Core Competencies: * Strong interpersonal skills with a natural flair for relationship building.

  • A “problem-solver” mindset with the ability to navigate complex customer scenarios.

  • Proven ability to manage multiple tasks effectively in a fast-paced team environment.

Standardized Job Data

More information

Job Location : Peliyagoda, Sri Lanka
City : Peliyagoda
Company Name : Dilmah Ceylon Tea Company