Table of Contents
Job Summary
| Field | Details |
| Position | Customer Support Agent |
| Location | Dematagoda (Onsite) |
| Work Schedule | 24/7 Operations – 5 days/week (9-hour rotational day/night shifts, including weekends) |
| Experience Requirement | Minimum 1 year in customer support, call center, or a similar role |
| Key Qualifications | Strong English communication, basic computer literacy, problem-solving skills, adaptability to rosters |
| Primary Duties | Handle inbound/outbound calls, email, and chat inquiries; resolve issues; log interactions; meet performance targets |
| Benefits & Incentives | Monetary performance incentives, transportation for late-night/early-morning shifts (within 25km), career growth opportunities |
Job Introduction
The Customer Support Specialist role at Quess Lanka in Colombo offers an exceptional career opportunity for communicative, service-oriented professionals seeking to enter the high-growth business process outsourcing and corporate services sector.
As the direct link between global enterprises and their clients, you will be responsible for handling incoming inquiries, diagnosing customer challenges, delivering swift solutions, and maintaining flawless service records across phone, email, and live chat platforms. This position is ideally tailored for motivated individuals looking to build expertise in tech-enabled customer service, client relationship management, and international service standards within a collaborative, fast-paced enterprise setting.
Company Overview
Quess Lanka (Pvt) Ltd is a leading workforce management and business services provider in Sri Lanka, operating as a subsidiary of Quess Corp Limited—Asia’s premier technology-enabled staffing and BPO conglomerate. The company specializes in IT staffing, customer lifecycle management, facility management, and outsourced business processes for multinational and top-tier Sri Lankan organizations. Driven by innovation, operational rigor, and people-first values, Quess Lanka provides a dynamic environment where employees gain exposure to global business practices, modern software platforms, and structured leadership growth pathways.
- Company Location: Quess Lanka (Pvt) Ltd, Level 15, East Tower, World Trade Center, Echelon Square, Colombo 01, Sri Lanka.
Required Skills and Qualifications
- Educational Background: G.C.E. Advanced Level (A/L) completed; a Diploma or Degree in Mass Communication, IT, Business Management, or Hospitality is an added advantage.
- Language Proficiency: Excellent verbal and written fluency in English; strong conversational proficiency in Sinhala or Tamil to engage diverse audiences effectively.
- Technical Aptitude: Experience navigating customer relationship management (CRM) software, helpdesk ticketing systems, live chat dashboards, and Microsoft Office Suite.
- Problem-Solving Skills: Strong critical thinking ability to analyze complex customer issues, de-escalate conflicts, and deliver accurate solutions under time constraints.
- Interpersonal Strengths: High emotional intelligence, active listening habits, professional empathy, and composure during peak service hours.
- Operational Flexibility: Readiness to work in rotational shifts, including evening rosters or weekends, to align with global client operational schedules.
Why This Job Vacancy Is Special & Estimated Salaries
This role provides direct entry into a premier multinational network, comprehensive international customer service training, fast-track promotions to Senior Specialist or Shift Lead, and competitive performance incentives.
- Estimated Salary Range: LKR 50,000 – LKR 85,000 per month (inclusive of basic salary, shift allowances, performance bonuses, and medical benefits depending on experience and roster placement).
How to Ready Your CV for This Job
Preparing a clean, targeted CV is critical to standing out to the talent acquisition team at Quess Lanka. Structure your document logically into core sections: Contact Information, Executive Summary, Core Technical & Soft Skills, Professional Experience, and Academic Background.
- Highlight Core Metrics: Use bullet points to demonstrate past achievements, such as average response time, first-contact resolution rate, CSAT scores, or daily call volumes handled.
- Integrate Targeted Industry Keywords: Include terms like CRM ticketing, issue resolution, client relationship management, multitasking, and omnichannel support.
- Emphasize Language Capabilities: Explicitly list your language proficiency levels, as clear communication is paramount for this client-facing role.
- Maintain Professional Formatting: Use standard fonts (Calibri or Arial), clean line spacing, keep the document within two pages, and provide contact details for two professional referees.
How to Apply: Step-by-Step
- Prepare Application Documents: Convert your updated resume into a high-quality PDF file alongside scanned copies of educational certificates and NIC.
- Craft a Concise Cover Letter: Detail your passion for customer care, relevant communication experience, and alignment with Quess Lanka’s operational values.
- Submit Application via Email: Email your resume bundle to the official recruitment address with the subject line “Application – Customer Support Specialist – Colombo”.
- Online Portal / LinkedIn Submission: Apply directly through the official Quess Corp careers page or their official LinkedIn recruitment portal if listed.
- Interview & Assessment: Shortlisted applicants will participate in an interview process featuring a spoken English language evaluation, a situational call scenario, and a face-to-face panel chat.
Contact Information
- Office Address: Quess Lanka (Pvt) Ltd, Level 15, East Tower, World Trade Center, Colombo 01, Sri Lanka
- Telephone / Hotline: +94 11 744 5500 / +94 11 233 8844
- Recruitment Email: careers@quesslanka.com / info@quesslanka.com
- Official Website: www.quesslanka.com