Senior Customer Support Specialist

Website Sampath Bank

Senior Customer Support Specialist

We are looking for a Senior Customer Support Specialist to serve as the cornerstone of our service excellence team. In this pivotal role, you will go beyond troubleshooting to cultivate deep user loyalty and advocate for the customer voice within our product development lifecycle. We need a mentor who thrives on resolving complex escalations while refining the systems that define our global support standards.

Your mission involves:

  • Managing high-priority technical escalations with precision, empathy, and rapid resolution.

  • Mentoring junior specialists to elevate team-wide communication standards and technical proficiency.

  • Analyzing support data to identify recurring friction points and proposing proactive product improvements.

  • Developing comprehensive knowledge base resources and internal documentation to streamline self-service.

  • Collaborating with cross-functional departments to ensure a seamless end-to-end customer journey.

  • Championing a culture of radical helpfulness that transforms frustrated users into lifelong brand advocates.

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To apply for this job please visit www.sampath.lk.

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