Proven experience in customer support and/or operational roles. Please refer to the job advert for further information.
Senior Executive – Customer Experience & Operational Support | Colombo
Location: Colombo
Company: MegaPay (Pvt) Ltd – Pay&Go
Salary: Rs. 50,000 – 60,000 + Performance Commission
About Us:
MegaPay (Pvt) Ltd, operating under the brand name Pay&Go, is one of Sri Lanka’s leading payment solution providers. We deliver reliable, convenient, and secure bill payment services through our island-wide network of kiosks, Android POS terminals, mobile app, and website.
Job Summary:
We are looking for a proactive and detail-oriented Senior Executive – Customer Experience & Operational Support to ensure smooth daily operations, enhance customer satisfaction, and support the continuous improvement of service quality.
Key Responsibilities:
- Oversee daily customer support and operational activities to ensure service excellence.
- Collaborate with cross-functional teams to streamline workflows and resolve process bottlenecks.
- Handle escalated customer issues with professionalism and empathy.
- Reconcile data accurately across internal and external systems.
- Deliver accurate and timely information across multiple communication channels (calls, emails, and social media).
- Support performance monitoring, reporting, and KPI management.
- Perform other duties as assigned by management.
Requirements:
- Pursuing or holding a Bachelor’s Degree in Business, Operations Management, or a related field.
- Proven experience in customer support and/or operational roles.
- Strong communication, interpersonal, and problem-solving skills.
- Excellent command of English and Sinhala (Tamil is an advantage).
- Proficiency in Microsoft Excel and Office applications.
- Age between 20–30 years.
- Must reside within 25 km of Colombo.
Additional Details:
Probation: 6 months
Reports to: Head of Department – Customer Support & Operations
KPI Focus: Service quality, accuracy, and adherence
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