Job Title: Customer Service Manager
Company: Ceylan Worldwide
Location: Sri Lanka (On-site / Remote)
Employment Type: Full-Time
About Ceylan Worldwide
Ceylan Worldwide is a global trading and services company committed to delivering high-quality solutions, exceptional customer experiences, and long-term value to clients across multiple markets. We pride ourselves on professionalism, innovation, and customer-centric operations.
Job Summary
We are seeking an experienced and proactive Customer Service Manager to lead and oversee our customer service operations in Sri Lanka. The ideal candidate will be responsible for managing customer support teams, improving service processes, ensuring customer satisfaction, and aligning service delivery with company standards and business goals.
This role requires strong leadership, communication, and problem-solving skills, along with a passion for delivering excellent customer experiences.
Key Responsibilities
• Lead, manage, and motivate the customer service team to achieve performance targets
• Develop and implement customer service policies, procedures, and service standards
• Monitor customer interactions to ensure high-quality, professional service delivery
• Handle escalated customer complaints and resolve complex issues effectively
• Analyze customer feedback, service metrics, and KPIs to improve performance
• Train, coach, and evaluate customer service staff regularly
• Collaborate with sales, operations, and management teams to improve customer experience
• Ensure compliance with company policies and relevant regulations
• Prepare regular performance reports and recommendations for management
• Drive continuous improvement initiatives within the customer service department
Requirements and Qualifications
• Bachelor’s degree in Business Administration, Management, Communications, or a related field
• Minimum of 2–3 years experience in customer service, with at least 1–2 years in a supervisory or managerial role
• Strong leadership and team management skills
• Excellent verbal and written communication skills in English (additional languages are an advantage)
• Proven ability to handle customer complaints and conflict resolution professionally
• Experience using CRM systems and customer service software
• Strong analytical and problem-solving abilities
• Ability to work under pressure and manage multiple priorities
• Good organizational and time management skills
Compensation and Benefits
- Competitive salary: $68,000 - $90,000 per year
- Comprehensive benefits package, including health, dental, and vision insurance
- 401(k) plan with company match
- Paid time off and holidays
- Opportunities for professional development and growth
- Dynamic and supportive work environment
How to Apply
Interested candidates are encouraged to apply by submitting their updated CV and a brief cover letter outlining their relevant experience.
Ceylan Worldwide is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.
Requirements
• Bachelor’s degree in Business Administration, Management, Communications, or a related field
• Minimum of 2–3 years experience in customer service, with at least 1–2 years in a supervisory or managerial role
• Strong leadership and team management skills
• Excellent verbal and written communication skills in English (additional languages are an advantage)
• Proven ability to handle customer complaints and conflict resolution professionally
• Experience using CRM systems and customer service software
• Strong analytical and problem-solving abilities
• Ability to work under pressure and manage multiple priorities
• Good organizational and time management skills
Benefits
- Competitive salary: $68,000 - $90,000 per year
- Comprehensive benefits package, including health, dental, and vision insurance
- 401(k) plan with company match
- Paid time off and holidays
- Opportunities for professional development and growth
- Dynamic and supportive work environment
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