Executive – Customer Service

Executive – Customer Service

• Job Location: Colombo, Sri Lanka

• Company Name: Union Assurance PLC (A John Keells Holdings Company)

Company Description

Union Assurance is a premier corporate and the fastest-growing entity in the Life Insurance industry, backed by the strength, heritage, and stability of John Keells Holdings PLC—one of Sri Lanka’s largest and most respected conglomerates.

About the Role

The Executive – Customer Service will be responsible for providing top-tier customer support and efficiently resolving customer complaints and queries. In this role, you will play a key part in helping Union Assurance achieve its strategic business objectives while consistently maintaining and uplifting the established service standards of the organization.

Principal Accountabilities (Key Responsibilities)

• Grievance Handling: Handle customer complaints diligently, provide appropriate solutions and alternative options within stipulated time limits, and follow up to ensure a comprehensive resolution aligned with UA’s core values.

• Information Management: Provide accurate, valid, and complete information to customer queries by utilizing the correct internal methods, systems, and tools.

• Escalation Path: Systematically escalate complex or unresolved issues to senior team members according to business needs.

• Relationship Building: Build sustainable professional relationships and trust with customers and stakeholders through open, interactive, and transparent communication.

• Reporting: Prepare periodic reports on complaint statuses, trends, and resolutions, sharing insights with senior management for strategic further action.

• Data Integrity: Keep meticulous records of customer interactions, process customer accounts smoothly, and file critical documents within the customer care monitoring platform.

• System Utilization: Demonstrate effective use of available system paths and workflows to minimize unnecessary back-office referrals for standard operational matters.

• Process Improvement: Contribute to the development and implementation of complaint management policies. Identify and drive continuous process improvements to ensure excellence and timely service delivery.

• Compliance: Ensure strict adherence to company policies and Standard Operating Procedures (SOPs) to guarantee a high-quality customer experience across all touchpoints.

Qualifications and Experience

• Education: A Bachelor’s degree from a recognized university in any discipline.

• Professional Qualification: Full or partial qualification from a recognized professional institute (e.g., SLIM, CIM, or Insurance institutes) will be an added advantage.

• Experience: A minimum of 2 years of proven experience in customer service, client relations, or customer complaint management.

• Technical Skills: Sound working knowledge of Microsoft Office packages (Word, Excel, PowerPoint).

• Core Competencies:

  • Excellent verbal and written communication along with strong interpersonal skills.

  • High adaptability, resilience under pressure, and the capacity to thrive in a fast-paced environment.

  • Proven ability to work independently with minimal supervision as well as collaboratively within a team-oriented framework.

What We Offer

The selected candidate for this position will be entitled to an attractive, market-competitive remuneration package along with industry-standard benefits and career growth opportunities within the John Keells Group.

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