2–3 years of call center or customer service experience (real estate experience is an advantage). Please refer to the job advert for further information.
Senior Call Center Executive
About Us
AKARA Apartments is a fast-growing luxury real estate agency in Colombo, known for delivering exceptional client experiences and maintaining a high-performance, collaborative environment driven by a young and ambitious team. Our Call Center division plays a vital role in creating the first impression and ensuring every client receives prompt, professional assistance.
The Role
- We're looking for an experienced Senior Call Center Executive to oversee communication quality, support the call center team, manage complex client interactions, and help maintain exceptional service standards across all phone, WhatsApp, and online communication channels.
Key Responsibilities
- Handle inbound and outbound client communications while maintaining the highest service standards.
- Monitor and maintain communication quality across calls, WhatsApp, and messaging platforms.
- Support, guide, and mentor junior Call Center Executives on communication standards, call handling, and customer service best practices.
- Handle escalated, high-priority, or sensitive client inquiries professionally and efficiently.
- Assist with daily call allocation, inquiry coordination, and workflow management within the call center team.
- Work closely with the CRM & Sales Manager to improve lead handling efficiency, response times, and communication quality.
- Ensure accurate CRM updates, communication records, and client history are maintained by the team.
- Monitor team performance and support continuous improvements in customer experience and operational efficiency.
- Help maintain productivity targets and ensure consistent service excellence across the team.
Requirements
- 2–3 years of call center or customer service experience (real estate experience is an advantage).
- Excellent spoken English with outstanding telephone etiquette and communication skills.
- Strong leadership, coaching, and team-support abilities.
- Ability to multitask, stay organized, and manage high call volumes under pressure.
- Good working knowledge of CRM systems and customer communication platforms.
- Proactive, responsible, and committed to maintaining high service standards and operational excellence.
Remuneration
- AKARA offers a competitive basic + performance-based remuneration package, with monthly incentives tied to service KPIs, communication quality, productivity, and overall contribution.
Growth Path
- Career development at AKARA is clear, rewarding, and entirely performance-driven. Your results, leadership, and contribution determine how quickly you advance within the organization.
Join AKARA
- Become part of a high-energy, service-driven environment where your leadership and communication excellence directly enhance the client experience and contribute to the company's success.
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