Join us and be part of the team shaping the future of digital payments in Sri Lanka. Please refer to the job advert for further information.
Customer Experience Executive
About Us
CrossBorder Payments (Private) Limited is an innovative fintech company transforming digital payments in Sri Lanka. Our mission is to help build a cashless Sri Lanka and accelerate the country's journey towards a modern digital economy.
We are committed to bringing Sri Lanka on par with the world's leading digital economies through secure and accessible payment solutions. We are looking for energetic, customer focused, and digitally savvy individuals to join our Customer Experience Team.
This is an excellent opportunity to build a rewarding long term career in the fintech industry.
We recognise talent, reward performance, and provide continuous opportunities for personal and professional growth.
Join us and be part of the team shaping the future of digital payments in Sri Lanka.
As a Customer Experience Executive, you will be the first point of contact for our customers across multiple communication channels. You will be responsible for delivering an outstanding customer experience by handling inquiries, resolving issues, and actively managing our digital communication platforms.
Key Responsibilities
- Handle customer inquiries received via telephone, email, live chat, WhatsApp, and social media platforms.
- Provide prompt, professional, and accurate information regarding the company's products and services.
- Resolve customer complaints efficiently while maintaining the highest standards of customer satisfaction.
- Respond to comments, messages, reviews, and customer feedback on all digital platforms in a timely and professional manner.
- Escalate complex customer issues to the relevant departments and follow up until resolution.
- Maintain accurate customer records and interaction logs within company systems.
- Monitor customer feedback and identify opportunities to improve customer experience.
- Prepare daily and weekly customer service reports.
- Work closely with the Sales, Marketing, Operations, and Technical teams to ensure seamless customer support.
- Support outbound campaigns in promoting our products and services to polemical customers.
- Continuously learn about new products, services, and digital technologies to provide the best possible customer experience.
Requirements
- G.C.E. Advanced Level qualification or equivalent (Fresh school leavers are encouraged to apply).
- Excellent communication skills in English.
- Fluency in Sinhala is essential, while Tamil language skills will be an added advantage.
- Good computer literacy and familiarity with Microsoft Office applications.
- Active user of social media and digital communication platforms.
- Strong interpersonal and problem-solving skills.
- Positive attitude with a willingness to learn and grow.
- Ability to multitask and work in a fast-paced environment.
- Customer focused mindset with excellent attention to detail.
- Ability to work independently as well as part of a team.
What We Offer
- Comprehensive training and continuous professional development.
- A friendly, supportive, and innovative working environment.
- Clear career progression opportunities within the organisation.
- Attractive basic salary with uncapped performance-based incentives.
- Monthly performance bonuses linked to customer satisfaction, service quality, productivity, and business growth.
- The opportunity to build a six-figure monthly income through outstanding performance and commitment.
- Performance-based promotions and leadership opportunities.
- Biannual salary reviews based on individual performance.
- Additional fringe benefits and employee rewards.
- Exposure to Sri Lanka's rapidly growing fintech industry.
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