Associate Bilingual Customer Service
Pcbpo
Published Date: • Colombo, Sri Lanka (On-Site)
Description
Pcbpo is seeking energetic and courteous individuals to join as Associate Bilingual Customer Service representatives in Colombo, Sri Lanka. Candidates must be fluent in both English and Urdu, and demonstrate strong communication abilities alongside customer service expertise. This role requires adaptability to a fast-paced and diverse workplace, with a willingness to work rotational shifts and relocate to Colombo. The ideal candidate possesses at least one year of relevant experience and is committed to delivering high-quality support in a bilingual capacity. Although this position does not involve direct management of a team, the associate plays a pivotal role in maintaining customer satisfaction and fostering positive client relationships within an international corporate environment. The successful associate will engage with customers by effectively addressing inquiries, resolving issues, and documenting interactions using CRM software. This role entails active listening and clear communication to understand and meet customer needs. Working in this position offers an attractive USD-based salary package, opportunities for career progression, and valuable international work experience. Candidates from Pakistan eager to develop professionally in a multicultural setting are encouraged to apply.
Responsibilities
- Respond promptly and accurately to customer inquiries in both English and Urdu through various communication channels.
- Employ active listening skills to fully understand customer concerns and provide appropriate solutions.
- Document all customer interactions and maintain accurate records using CRM software and data entry applications.
- Follow structured call resolution methods from greeting to probe, resolve, and close, ensuring each interaction is comprehensive and satisfactory.
- Verify customer identity meticulously and assess their requirements to offer tailored assistance.
- Work collaboratively within a multicultural team environment while adapting to rotational shift schedules.
- Maintain a professional and courteous demeanor to enhance customer experience and uphold company standards.
- Identify opportunities for process improvements and relay feedback to management for continuous service enhancement.
- Adapt quickly to changing procedures, policies, and technologies relevant to customer service operations.
- Participate in training sessions and development programs to expand knowledge and improve service quality.
Experience
1 Year
Apply By
Required Skills
- Customer Service
- Active Listening
- Verbal Communication
- Written Communication
- Data Entry and Recordkeeping
- Structured Call Resolution (Greet–Probe–Resolve–Close)
- Customer Verification and Needs Discovery
- Multilingual Communication
- Interpersonal skills
Nice to Have Skills
- CRM software proficiency
- Adaptability
- Time management