Job Description
Head of Customer Relations
nCome join our team as Head of Customer Relations.
nNCG Holdings is a diversified mobility and automotive solutions company in Sri Lanka, specializing in passenger and commercial transportation, automotive engineering, and genuine spare parts. As the authorized dealer for Yutong and Sinotruck, NCG combines global expertise with local knowledge and reliable technical support to deliver innovative, high-quality mobility solutions and help advance Sri Lanka's transportation industry.
nKey Responsibilities:
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- Develop and implement customer service SOPs, manage complaints and feedback, and drive service quality improvements across transport operators. n
- Oversee daily Call Center operations, including inbound and outbound calls, passenger bookings, customer inquiries, and emergency support. n
- Monitor CCTV systems across buses and depots to ensure driver discipline, passenger safety, and compliance with operational standards. n
- Lead, train, manage, and evaluate Call Center agents and CCTV monitoring teams to maintain high service standards. n
- Prepare and analyse daily and monthly reports on customer complaints, incidents, service performance, and improvement initiatives. n
Key Requirements:
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- Bachelor's Degree in Business Administration, Management, Transport Management, or a related field. n
- Experience in customer service, operations, HR, or a related field will be an added advantage. n
- 8-12 years of experience in customer service, transport operations, or call center management, including 3–5 years in a senior supervisory or managerial role. n
- Experience in CCTV monitoring systems, transport safety operations, or similar environments will be preferred. n
- Strong leadership, communication, problem-solving, customer service, and team management skills, with the ability to handle high-pressure situations effectively. n
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