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InfoMate Logo InfoMate · Customer Service

Process Associate – Customer Support

Sri Lanka, Colombo · Job Posted February 19, 2026
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Job Description

Infomate is a fully owned subsidiary of John Keells Holdings, a pioneer in shared services and a leading Business Process Management Company offering Finance & Accounting, Back Office, Customer Support, HRO and Payroll services in both local and global context. Join our team for an exciting opportunity and reach greater heights.

Job Responsibility

  • Manage outsourced customer support operations for the client
  • Handle escalated customer inquiries via email, chat, and calls
  • Monitor and manage job queues to ensure smooth workflow
  • Conduct product training sessions for staff
  • Prepare and share performance reports with stakeholders
  • Collaborate with internal teams to maintain service standards
  • Support a team-oriented environment, ensuring accountability, organization, and consistent service quality

Requirements

  • Minimum 1+ year of experience in customer support
  • Completion of GCE O-Levels & A-Levels is required
  • A degree or an equivalent qualification is preferred
  • Good experience in customer support with strong analytical and problem-solving skills
  • Excellent spoken and written English
  • Experience in leisure and hospitality is an added advantage
  • Proficient in MS Excel and accounting software
  • Knowledge of SAP/ERP is preferred
  • Experience with email and chat platforms is an advantag

Nice to have

  • Experience in leisure and hospitality is an added advantage
  • Knowledge of SAP/ERP is preferred
  • Experience with email and chat platforms is an advantag
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