Junior Executive – Customer Experience 

Job Description

📝 Job : Junior Executive – Customer Experience

This is a job advertisement from LankaPay (Pvt) Ltd., seeking a Junior Executive – Customer Experience.

🏛️ About LankaPay

• Role: Operator of Sri Lanka’s National Payment Network, under the guidance of the Central Bank of Sri Lanka.
• Scale: Facilitates approximately 483 million domestic interbank transactions worth Rs. 45 Trillion every year.
• Mission: To make convenience, an ‘accessible’ and ‘affordable’ choice for every Sri Lankan, carrying out financial transactions with a “most innovative, convenient and secure digital solutions via our world-class payment network.”

🎯 Key Responsibilities & Accountabilities

The role involves prompt communication and ensuring timely response to internal and external queries, as well as maintaining smooth functioning of the online payment system. Key tasks include:

• Assisting and ensuring smooth funding of all online payment system operations.
• Following escalation procedures to resolve issues.
• Assisting to maintain service levels in line with guidelines for superior customer service.
• Identifying product issues and problems, and escalating them.
• Real-time monitoring of all online payment systems.
• 24×7 roster-based real-time call and system monitoring.
• Ensuring all inbound/outbound calls are tracked and recorded in the call tracking system.

🧑‍🎓 Qualifications, Experience, and Personal Attributes

• Education: Diploma in IT or Business Management or a similar qualification from a recognized institute.
• Experience: One year of work experience in a similar role.
• Technical Skills: Fair knowledge of MS Office and office automation equipment.
• Interpersonal Skills: A team player with good interpersonal skills.
• Communication: Should be conversant in Sinhala/English languages with the ability to communicate effectively both verbally and in writing.
• Language Advantage: Ability to communicate in Tamil would be an added advantage.
• Other: Telephone etiquettes and time management skills.

💼 Benefits & Application

• Compensation: Offers an attractive remuneration package and benefits commensurate with industry standards.
• Career Growth: Selected candidates can look forward to prospects for career growth in a rapidly growing and stable company.
• Inclusivity: LankaPay is an equal opportunity employer and encourages applications from all qualified individuals.
• How to Apply: Send your CV including names and contact details of two non-related referees within 07 days of the advertisement to the provided e-mail address.
• Subject Line: Applicants should state the post applied in the subject field.