Job Description
Senior Customer Care Executive
We are looking for a dedicated and experienced Senior Customer Care Executive to lead frontline support efforts and ensure a smooth and satisfying experience for all customers using the platform. This role involves handling escalations, mentoring junior agents, and coordinating across departments to resolve issues efficiently.
Key Responsibilities:
- Manage customer interactions via phone, email, chat, and app with professionalism and empathy.
- Handle escalated queries, complaints, and service failures, ensuring timely resolution.
- Monitor service quality and suggest improvements to enhance the customer experience.
- Guide and support junior customer care staff, assisting in training and performance feedback.
- Collaborate with delivery, vendor, and operations teams to resolve order-related issues.
- Track customer feedback, report recurring issues, and recommend process improvements.
- Maintain accurate records of interactions and resolutions in the CRM system.
- Assist in refining service scripts, response templates, and SOPs.
Qualifications & Skills:
- 3 years of experience in customer service, preferably in delivery, logistics, or app-based services.
- Proven ability to handle escalations and complex customer issues independently.
- Excellent verbal and written communication skills in English, Sinhala, and Tamil.
- Strong problem-solving skills and the ability to think on your feet.
- Familiarity with CRM tools and customer support software.
- Ability to multitask and perform under pressure in a fast-paced environment.
- A team player with leadership potential and a customer-first mindset.
How to apply:
If you're excited about this role, we'd love to hear from you! Please send your resume to careers@rockland.lk with the contact information of two non-related work referees.
Human Resources Department
Rockland Distilleries (Private) Limited
160/24, Kirimandala Mawatha, Colombo 05, Sri Lanka
Email: careers@rockland.lk | Web: www.rockland.lk | Tel: 0114426100