Customer Service Representative - Virtusa Colombo 09

Posted October 17, 2025 by Virtusa Pvt Ltd

Closing Date : October 22, 2025

Colombo ,

Full Time

Banking & Financial Services |

Client Services |

About the job

We are looking for a dedicated Customer Service Officer with a strong background in customer support and operational tasks. The ideal candidate will have experience working in regulated industries and demonstrate a high level of English proficiency, essential for handling customer incidents with clarity and professionalism. This role supports the day-to-day operations and contributes to delivering an exceptional customer experience.

About the Role

The Customer Service Officer will play a crucial role in ensuring customer satisfaction and operational efficiency.

Responsibilities:

Respond to customer enquiries and incidents with empathy, accuracy, and professionalism.
Manage BAU (business-as-usual) tasks efficiently, ensuring service levels are met.
Escalate complex issues appropriately and follow through to resolution.
Maintain compliance with regulatory standards and internal procedures.
Document interactions and outcomes clearly and accurately in service systems.

Qualifications:

Experience in customer service, preferably within a regulated industry (e.g. financial services, insurance).
At least 2 - 6 years of relevant work experience.

Required Skills:

Strong communication skills in English, both written and verbal.
Ability to manage multiple tasks and prioritize effectively.
Calm and composed when handling customer incidents or complaints.

Preferred Skills:

Experience with CRM Platforms
Knowledge of Regulatory Frameworks (financial services, insurance compliance)
Multilingual Ability (additional languages beyond English)
Conflict Resolution Techniques
Data Entry & Reporting Accuracy
Basic Technical Troubleshooting
Process Improvement Mindset
Familiarity with Service Level Agreements (SLAs)
Intermediate MS Office Skills (Excel, Word, Outlook)
Experience in Escalation Management

Pay Range & Compensation:

We offer a competitive salary aligned with industry standards. Details regarding the pay range will be shared during the interview process.

What’s in it for you?

Comprehensive health and wellness benefits
Professional development programs and training opportunities
Career growth pathways within a regulated, dynamic industry
Supportive and collaborative work environment.

Communication & listening skills Excellent Computer Literacy Multitasking Problem Solving

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