Senior Process Associate - Customer Support
Customer Service / Public Relations / Call Center
About the Employer
Job Description
John Keells Group is an equal opportunity employer and we invite applications from all suitably qualified individuals, to join our team.
Senior Process Associate - Customer Support
Requirements
- Minimum 2+ years of experience in customer support or a similar client-facing role
- Willingness to work according to the Australian calendar & flexible to 04:30 AM – 01:00 PM shift. (Shift will transition to 08:30 AM – 05:00 PM after the first 3 months)
- Completion of GCE O-Levels & A-Levels or pursuing a degree / equivalent qualification is preferred
- Strong knowledge of accounting and investment practices
- Proven experience in customer support/ Live Chat operations
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills in English
- Ability to understand the Australian accent will be an advantage
- Proficient in MS Excel & knowledge of SAP/ERP is preferred.
- Fulfill training requirements of ACCA, CIMA, CMA and CA Sri Lanka.
Responsibilities
- Manage outsourced customer support operations for the client.
- Handle escalated customer inquiries via email, chat, and calls.
- Monitor and manage job queues to ensure smooth workflow.
- Conduct product training sessions for staff.
- Prepare and share performance reports with stakeholders.
- Collaborate with internal teams to maintain service standards.
- Support a team-oriented environment, ensuring accountability, organization, and consistent service quality.
What We Offer
- An opportunity to work in a dynamic, friendly, exciting, and fun-filled environment.
- An entry into the John Keells Group, Sri Lanka's largest listed conglomerate.
- Continuous Training in accounting, soft skills, best practices.
