Jobs Sri Lanka

Customer Service Call Agent (Trainee)

Job Title	Customer Service Call Agent (Trainee)
Employer	Brightquartz Minerals
Adress: Country	Sri Lanka
Address: City	Matale
Work type	Internship
Expected Salary	471612 LKR
Posting Date	Tue Jun 10 2025
End Date	Sat Jun 28 2025

Description:

We’re hiring a Call Center Operator for a fully remote position — ideal for someone who communicates clearly, stays organized, and thrives in a home-based work environment. You’ll handle incoming calls from customers, answering questions, resolving issues, or directing them to the right department. You’ll use web-based tools and scripts to assist with questions, resolve complaints, or guide customers through common processes. You’ll log call details, update client records, and track the nature of each inquiry using CRM systems. You’ll be responsible for managing your time, logging hours, and keeping call notes accurate and up to date after each interaction. You’ll stay connected with your team through virtual meetings, chat channels, and support ticket systems. You’ll maintain a polite and professional tone — even when handling frustrated or confused customers. You’ll troubleshoot minor technical issues, provide account assistance, and offer step-by-step instructions where needed. You’ll participate in team meetings, coaching sessions, and call reviews to constantly improve your delivery and results.

Basic Qualifications:

• Document each interaction clearly in the system, including outcomes and follow-up steps.
• Answer incoming calls promptly and professionally, assisting customers with questions or concerns.
• Respect customer privacy and follow company guidelines for data protection and confidentiality.
• Maintain a positive tone, even when dealing with difficult or frustrated callers.
• Help turn problems into positive experiences through clear communication and genuine care.

Preferred:

• Familiar with performance metrics such as average handle time (AHT), first-call resolution (FCR), and customer satisfaction (CSAT).
• Comfortable working in high-volume call settings while maintaining a calm and helpful tone.
• Able to work in rotating shifts, including evenings, weekends, or holidays based on company needs.
• Able to adapt communication style depending on the customer's mood, tone, or language fluency.
• Capable of working with scripts but also thinking critically when exceptions arise.

Benefits:

• Friendly atmosphere — you’ll work with colleagues who genuinely care about the job and each other.
• Paid time off and holidays — because we know you need time to recharge.
• Steady hours and regular shifts — no surprises, just a reliable schedule.
• Room for growth — from call center operator to supervisor or team leader.
• Your input matters — feedback from operators helps us improve training and systems.

You’ll stay up to date on plan guidelines, formularies, referral networks, and policy updates through regular training. You’ll be expected to meet performance goals such as call quality, accuracy, and call resolution time. You’ll participate in regular training sessions to stay updated on new policies, tools, or services. You’ll support seasonal campaigns, product launches, and special event pushes with enthusiasm and urgency. You’ll assist with both inbound and outbound calls related to follow-ups, reminders, or missing documentation. You’ll rotate between B2C and B2B outreach depending on client campaigns and market demand. No experience is required — just a clear speaking voice, computer literacy, and a helpful mindset. If you’re ready to help people navigate life’s most important services, we’re ready to train you to be a trusted voice on the line.