Assistant Manager - Customer Service
Infomate, a pioneer in shared services in Sri Lanka and a subsidiary of the renowned John Keells Group, is a leading Business Process Management company with a global reach spanning four continents. With over 150 years of history, the John Keells Group is a Sri Lankan conglomerate with a diverse portfolio of 70+ companies across 7 industries. At Infomate, we are passionate about enabling businesses to achieve their full potential by providing innovative and efficient solutions.
In this role, you'll play a crucial role in managing key client relationships, ensuring exceptional service delivery, and leading a high-performing team of customer service associates. You'll oversee daily operations, monitor performance against SLAs and KPIs, and collaborate across departments to uphold our commitment to client satisfaction and operational excellence.
Job Responsibilities
- Serve as the main point of contact for assigned clients, ensuring satisfaction, resolving concerns, and fostering long-term partnerships.
- Lead, mentor, and manage a team of customer service associates to ensure consistent high performance and continuous professional growth.
- Monitor and manage daily operations for assigned accounts to ensure SLAs, KPIs, and quality standards are met or exceeded.
- Analyze account performance, prepare regular reports, and present insights and recommendations to internal and external stakeholders.
- Support the successful onboarding of new clients and ensure a smooth transition of services.
- Work closely with internal departments such as quality, training, and workforce management to align service delivery with client expectations.
Person Specifications
- 6+ years of experience in customer service or client account management roles, including minimum of 2 years of experience leading and managing customer service teams with extensive SLAs & KPIs.
- Bachelor’s degree in Business Management, Communications, or a related field.
- Proven experience in handling client relationships directly.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent written and verbal communication skills.
- Proficiency in MS Office, CRM tools & Power BI.
Benefits:Employee Perks: Experience the perks of working at Infomate, including exclusive discounts at Keells Supermarkets and Cinnamon Hotels & Resorts.
Be a Part of Something Bigger: Join a dynamic and innovative team at a leading company with a rich history.
Competitive Compensation: Enjoy a competitive salary and benefits package, including health insurance for your family.
Growth and Development: Access to ongoing training programs, certifications, and opportunities for career advancement.
Work-Life Balance: We value your well-being and offer a supportive and inclusive work environment.
Infomate is an equal-opportunity employer and values diversity. We believe that a diverse workforce brings unique perspectives and strengthens our ability to succeed.