Senior Service Excellence Executive – MOSIACHR PEO (Private) Limited in Colombo, Western Province

MOSIACHR PEO (Private) Limited is currently accepting applications for the position of Senior Executive - Service Excellence in the Western Province area. The job type available for this position is Full-time.

We are looking for candidates who possess proficient Other skills and have a minimum of Not Applicable in the respective field. In addition to technical expertise, we highly value traits such as honesty, discipline, and a strong sense of responsibility in our prospective employees.

The company offers a competitive estimated salary of approximately රු. 16,000 - රු. 38,000 (per Month). However, it is important to note that the final salary offer may vary and is subject to the discretion of the company.

MOSIACHR PEO (Private) Limited operates within the Outsourcing/Offshoring industry. If you are interested in applying for this position and joining our esteemed organization, we encourage you to submit your application promptly.

Job Information

Company:	MOSIACHR PEO (Private) Limited
Position:	Senior Service Excellence Executive
Region:	Colombo - Western Province, Western Province
Education:	Confidential
Job Function:	Other
Seniority Level:	Not Applicable
Salary:	LKR 16.000 - LKR 37.500 per Month
Job Type:	Full-time
Industry:	Outsourcing/Offshoring

Job Description

Join our client, MOSIACHR PEO (Private) Limited, a leading telecommunications provider dedicated to delivering exceptional customer experiences. We are looking for a results-driven Senior Executive to enhance our Service Excellence strategy.

Key Responsibilities:

• Align key performance areas across Sales, Support, and Fulfillment to achieve strategic objectives.
• Ensure accurate data and processes to improve customer satisfaction.
• Monitor DE CEI measurements and address service standard variances.
• Conduct analyses to support decision-making and develop sustainable KPIs/SLA frameworks.
• Identify and resolve customer pain points with a focus on digital solutions.
• Oversee quality checks and escalate issues to enhance service delivery.
• Drive performance improvements, ensuring SLAs are met and fostering team collaboration.
• Manage sprint backlogs, track project progress, and mitigate risks.
• Conduct Root Cause Analysis (RCA) and implement corrective actions.
• Evaluate customer interactions to reduce service issues and boost satisfaction.
• Lead process improvements with vendors and cross-functional teams.
• Organize employee and customer engagement events and manage CSR initiatives.

The Ideal Candidate:

• Holds a Diploma/Degree in Business Management (MBA and LSS certification preferred).
• Has 2-3 years of experience in a similar role and 4-5 years in operations, with a background in IT project management and scrum practices.
• Proficient in MS Office, particularly advanced Excel, with experience in Agile/Kanban methodologies.
• Strong understanding of operational practices and policies, along with expertise in data analysis and ROI measurement.

If you’re passionate about driving service excellence and making a positive impact, we want to hear from you.

Benefit

• Gaining experience
• Taught first
• Receiving a bonus for overtime

Application Requirements

• Good communication skills
• Strong team skills
• Experience in similar work

Company address

Province	Western Province
City	Colombo
Google Map	Google Map