Call Center Representative

Role summary

The Call Center Representative supports TeamZoro's voice-channel service operation in Sri Lanka. This role manages inbound and outbound calls, resolves service questions, records case details accurately, and ensures customers receive timely and professional communication throughout the support process.

This role suits someone who communicates clearly, remains composed under pressure, and can maintain accuracy in a fast-moving service environment. The role requires strong listening skills, verbal professionalism, and disciplined execution against queue, quality, and documentation standards.

Responsibilities

• Handle inbound and outbound customer calls in line with service standards, queue expectations, and communication protocols.
• Provide accurate information, issue clarification, and service updates while maintaining professionalism on every call.
• Create or update case records, call notes, and follow-up actions with clear documentation.
• Escalate unresolved or sensitive matters to supervisors or related teams using the correct procedures.
• Support call quality, schedule adherence, and queue performance across assigned shifts.
• Follow approved scripts, workflows, and operational guidance without sacrificing clarity or empathy.
• Maintain a strong standard of data accuracy when capturing customer details or case outcomes.
• Report recurring customer issues or process gaps that affect voice-channel service quality.

Required qualifications

• Diploma, certificate, or equivalent experience in customer service, communications, or a related field.
• 1+ year of experience in call center operations, customer support, teleservice, or a similar voice-based role.
• Strong spoken and written communication skills in English.
• Comfort working in queue-based environments with quality and productivity expectations.
• Ability to maintain composure during difficult or escalated customer conversations.
• Basic proficiency with case systems, CRMs, or standard business software.

Preferred experience

• Experience in multilingual service environments.
• Experience supporting digital products, e-commerce, platform services, or logistics-related operations.
• Exposure to QA review processes, call scoring, or service coaching.
• Working knowledge of Sinhala or Tamil in addition to English.

Skills

• Call handling
• Verbal communication
• Listening skills
• Case documentation
• Customer service
• Queue discipline
• Escalation routing
• Professional composure

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Direct exposure to voice-channel service operations in a growing software-led business.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include examples of call center work, customer communication, or voice-based service handling where possible. Shortlisted candidates will be contacted for the next stage.